Reducing support workload with AI chatbots
A fast-growth SaaS company replaced repetitive support tasks with a contextual AI support bot.
The challenge
A fast-growing SaaS platform struggled to handle rising support tickets.
Response times increased, customer satisfaction dropped, and support agents were spending too much time on repetitive questions instead of solving real issues.
They needed a scalable solution that could reduce workload without harming quality.
Our strategy
We designed and deployed an AI support automation system powered by a custom-trained chatbot and smart routing logic.
Our approach included:
Building an AI model trained on real support conversations
Integrating the bot with the client’s CRM and helpdesk
Enabling automated knowledge lookups
Routing complex tickets to human agents
Adding continuous learning for improved accuracy
The results
62% reduction in support ticket volume
2× faster first-response time
40% lower support overhead
AI bot resolved 78% of repetitive questions automatically
Support team re-focused on high-value tasks
