Work
B2B SaaS · A B2B scheduling SaaS · Sample
A support agent that closes half the queue
Deployed a support agent with real access to the product's admin tools. It resolves routine tickets end to end and hands the rest to humans with context attached.
Services: Automate, Build · 3 weeks to production
The challenge
Support volume grew with every new customer, and the team was hiring to keep pace. Most tickets were the same twelve questions: password resets, calendar sync, billing changes. Every one still needed a person to open the admin panel and click.
The approach
- Mapped the ticket corpus, ranked by volume and by whether the fix was a safe, reversible admin action.
- Built the agent into the helpdesk with read and write access to account tools, scoped by permission and logged per action.
- Every resolution ships a receipt: what was checked, what was changed, and how to undo it.
- Evals on a held-out ticket set gate every prompt or tool change before it reaches production.
“The agent does the clicking. My team does the thinking.”
Results
Illustrative composite figures, shown to demonstrate the reporting format. Real engagements report against the metrics you already track.
Results
54%
of tickets resolved with no human touch
Illustrative
<1 min
median first response, all hours
Illustrative
3 wks
from kickoff to production traffic
Illustrative
Bring us the next one.
Scoped in a week, shipped in sprints, measured against your own numbers.