AI-Powered Customer Support for European SaaS Platform
Rapid customer growth (300% in 18 months) overwhelmed their 12-person support team. Average response time increased to 8 hours, satisfaction scores dropped to 3.2/5, and support costs grew 250% year-over-year. 60% of tickets were routine questions already covered in documentation.
We implemented an intelligent support system trained on their knowledge base, support tickets, and product documentation. The system handles tier-1 queries in 8 languages, integrates with their ticketing system (Zendesk), and escalates complex issues to human agents with full context. Includes continuous learning from agent feedback.
Measurable impact
Tickets resolved without human intervention
Average first response time
Customer satisfaction improved significantly
Reduced from €18 per ticket