SaaS / Customer Support
Mid-market B2B SaaS support team
38% of tickets
resolved with an agent-drafted response reviewed and sent by a human in under a minute
First-response time back under 4 hours
for the ticket categories in scope, without adding headcount
Zero fully-automated customer replies
by design, every response is human-approved before it sends
The Challenge
Support ticket volume had grown faster than the support team, and first-response time had slipped from hours to over a day for lower-priority tickets.
Leadership was wary of full automation after a prior chatbot vendor produced confidently wrong answers that damaged customer trust.
My Approach
Scoped the agent narrowly: classify ticket intent, draft a response grounded in the existing help center, and attach a confidence score.
Anything below the confidence threshold (or touching billing and account access) routes straight to a human with the draft attached as a starting point, not sent automatically.
Instrumented every agent decision so the support lead could audit a sample of classifications weekly during rollout.