SaaS / Customer Support · Sample case study
A support agent grounded in real documentation, with escalation built in
An AI assistant that answers only from the company's verified docs, hands anything it isn't sure about to a human, and earned autonomy gradually — shadow mode first, supervised replies second.
01The challenge
Support volume tripled after a product launch. Response times slipped past 24 hours, and the team spent most of each day answering the same fifty questions instead of the hard ones.
02The strategy
Trustworthiness before autonomy. The agent retrieves answers only from verified documentation, confidence thresholds route uncertain cases to humans, and nothing reaches a customer until it clears an evaluation suite built from hundreds of real historical tickets.
03The execution
Four weeks to a shadow-mode deployment where the agent drafted replies and humans approved every one. Two more weeks of that evidence earned it supervised autonomy on the most common question types, with accuracy reviewed weekly against the evaluation suite.
04The results
- 500
- Real tickets in the evaluation suite before launch
- 4
- Weeks to a shadow-mode deployment
- 20
- Common intents automated under supervision
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