AI Agents Deflect 42% of Support Tickets
Deployed retrieval-augmented assistants connected to knowledge base and ticketing to resolve common issues automatically.
Overview
We integrated an RAG pipeline with the help center, Slack, and the ticketing platform.
Approach
- Indexing with embeddings + guardrails
- Evaluation in staging with real transcripts
- Hand-off to human for edge cases
Outcome
Support teams focus on complex issues while common requests are handled by AI assistants.
Impact
- Ticket deflection: 42%
- First-response time: -58%
- CSAT: +11pt