11 June 2025
Sector: B2B SaaS
Focus: Automation & Agentic Workflows, AI Strategy & Implementation
Situation
Ticket volume was growing faster than headcount, macros were stale, and product experts were burning hours on repeat questions. The goal was to give customers faster answers without pretending every ticket could be fully automated.
What we focused on
- Taxonomy first: Stable categories tied to help-centre structure so suggestions stayed grounded in approved content.
- Guardrails: No auto-send without tier-1 review for billing, security, or data-deletion topics.
- Feedback loop: Weekly review of misroutes to tighten prompts and routing, not a one-off launch.
Outcome
Meaningful handle-time reduction on tier-1 and clearer escalation paths for complex issues.