Client: Industry: Subscription SaaS
This profile illustrates a representative engagement scope and outcome pattern. Client details are anonymized pending permission to publish named case studies.
The challenge
Support volume had outgrown the team’s capacity. Most tickets were repetitive plan, billing, and integration questions, but they still required a human to look up account details before replying, so response times stretched past a day during peak periods.
The approach
We designed a scoped AI agent with function calling into the billing and account systems, clear guardrails on what it could act on directly, and an escalation path that routed sensitive or ambiguous requests to a human. Every automated response was logged for review during the rollout period.
The result
Routine account and billing questions were answered immediately instead of queued, and the support team could concentrate on the smaller set of cases that genuinely needed a specialist.
The challenge
Support volume had outgrown the team's capacity. Most tickets were repetitive plan, billing, and integration questions, but they still required a human to look up account details before replying, so response times stretched past a day during peak periods.
The approach
We designed a scoped AI agent with function calling into the billing and account systems, clear guardrails on what it could act on directly, and an escalation path that routed sensitive or ambiguous requests to a human. Every automated response was logged for review during the rollout period.
The result
Routine account and billing questions were answered immediately instead of queued, and the support team could concentrate on the smaller set of cases that genuinely needed a specialist.