Back to Case Studies
SaaS

AI Support Agent for Faster Resolution

B2B SaaS Platform • 6-week rollout

Built an AI agent workflow that triages support requests, drafts contextual replies, and routes high-risk issues to human operators.

First Response Time
-63%
Automated Triage Rate
72%
CSAT
+14 pts

Challenge

Support demand grew faster than headcount. First-response SLA was slipping and repetitive triage was taking senior team bandwidth.

Approach

  • Mapped support intents and routed low-risk workflows to the agent.
  • Added integration adapters for ticket metadata and account context.
  • Implemented human approval gates for billing and account-critical actions.

Outcome

The team regained focus on complex cases while response quality and consistency improved across first-touch interactions.

Sarkar Ripon

Case Study by

Sarkar Ripon

AWS Certified Solutions Architect and Web Development Consultant

About I work with teams to deliver reliable cloud, automation, and email systems with clear execution plans and measurable outcomes.

Related Case Studies

Ecommerce 8-week engagement

Ecommerce AWS Modernization + FinOps

Multi-brand Retailer

Migrated a high-traffic ecommerce workload to a resilient AWS architecture and reduced monthly cloud spend with a focused FinOps execution plan.

Monthly Cloud Cost -38%
Peak Traffic Uptime 99.98%
View Case Study
SaaS 4-week sprint

Transactional Email Deliverability Recovery

Subscription Product

Recovered sender reputation and inbox placement for critical transactional emails through authentication hardening and sending-domain strategy.

Inbox Placement 71% → 96%
Complaint Rate -58%
View Case Study