AI Support Copilot Cuts Tier-1 Tickets by 65%
A UAE SaaS company needed to scale support without scaling headcount. We shipped a generative-AI copilot grounded in their docs in just nine weeks.
9 wk
To launch
65%
Tickets deflected
-40%
Support cost
24/7
Coverage
The Challenge
Support volume was doubling year over year. The team was drowning in repetitive tier-1 questions and response times were slipping, threatening renewals.
Our Solution
We built an AI support copilot using RAG over their help centre and product data, with guardrails and human handover. It now resolves the majority of tier-1 questions instantly, on web and WhatsApp.
How We Did It
- 1Knowledge-base ingestion & RAG pipeline
- 2LLM selection & prompt design
- 3Guardrails + human handover
- 4Web & WhatsApp deployment
- 5Monitoring & continuous tuning
Services Used
Technology
OpenAIAzureLangChainReact
★★★★★
“It paid for itself within the first quarter. Our team now focuses on complex issues while the copilot handles the rest.”
Founder
SaaS, UAE
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