Case study · SaaS
AI support assistant and smart escalation for a global SaaS company
A project-management SaaS provider receiving thousands of support requests a day needed faster answers without growing the support team. We built an AI assistant grounded in its knowledge base, with escalation to human agents.
Context
The client and the situation.
The client sells project-management software to mid-sized and enterprise companies. Support volume grew with every new customer, and response times had drifted to 8–12 hours.
Challenge
What was holding them back.
- A high share of tickets were repetitive questions.
- Average response time was 8–12 hours.
- Support costs rose as the team grew.
- Answer quality varied between agents, and satisfaction was falling.
Approach
How we framed the problem.
We focused on scaling support rather than adding a chatbot. Repetitive questions are answered automatically from approved sources. Complex or frustrated conversations reach a person with the full context attached.
What we built
The product, module by module.
AI support assistant
Multi-turn, context-aware answers grounded in the knowledge base, help center and historical tickets.
Knowledge base integration
Real-time retrieval of the right article, with suggestions and updates as new answers are written.
Smart escalation
Detects complex queries or frustration and routes them to an agent with the conversation history.
Omnichannel support
Website chat, the mobile app, email and in-app messaging in one queue.
Analytics dashboard
Ticket volume, resolution time and assistant performance, with tools to improve answers.
Results
What changed.
Results reported for the project after launch.
Technology
Stack used.
- React
- React Native
- Node.js
- LLM with intent classification
- Retrieval-based QA
- Zendesk / Intercom APIs
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