78% of Support Tickets Resolved by AI
A 12-person SaaS company deployed an AI support agent that resolved 78% of tickets autonomously, reduced response time from hours to minutes, and freed their support team to focus on product development.
78%
AI ticket resolution
↑ from 0%
3 min
Avg response time
↓ from 4.2 hrs
89
NPS score
↑ from 72
1 person
Support headcount
↓ from 3
The Challenge
With 3,000 active users and a 3-person support team, CloudSync was drowning in tickets. Average response time was 4.2 hours. Customer satisfaction was dropping. The team was spending so much time on support that product development had stalled for two quarters.
What We Built
We built an AI support agent trained on their documentation, historical ticket resolutions, and product knowledge base. The agent handles Tier 1 and Tier 2 tickets autonomously, routes complex issues to human agents with full context, and proactively reaches out to at-risk accounts before they submit a ticket.
Results
“Our support team went from firefighting to strategic customer success. The AI handles the routine stuff brilliantly, and our one remaining support person focuses on the relationships that matter.”
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