All work
B2B SaaS · Support2025AI AutomationCustom AI Integration
Support ops drowning in tickets → triaged in seconds
- First-response time
- −92%
- Tickets auto-triaged
- 11k/mo
- Time reclaimed
- 3 FTE
The problem
A support team of nine was manually reading, tagging, and routing every inbound ticket. Backlogs grew nightly and SLAs slipped, especially across timezones.
The approach
Mapped the full triage workflow with the team and instrumented the queue.
Built a classification + routing pipeline that tags urgency, product area, and sentiment.
Grounded suggested replies in their help-center via RAG, with a human approve step.
Added dashboards + alerts so leads see throughput and drift at a glance.
Triage pipeline
Routing graph
Ops dashboard
Stack
- Python
- LangChain
- Vector DB
- PostgreSQL
- Redis
- Docker
Got a similar problem?
Cut first-response time from 6h to under 4 minutes. I can do the same for you.
Next case study
Atlas