A SaaS team resolves two in three tickets without a human
A support agent grounded in the company's own resolved tickets and documentation, citing its source on every answer.
- Client
- B2B SaaS startup
- Industry
- SaaS
- Country
- United States
- Timeline
- 6 weeks
The challenge
The situation
Support volume was growing faster than the team could hire. The answers to most tickets already existed, in resolved threads and in the documentation, but finding them took a person each time.
How we approached it
The thinking
We grounded the agent in the company's own history rather than general knowledge. Answers are drawn from resolved tickets and product docs, and each one carries the source it came from, so a customer sees a citation and a support lead can audit the reasoning. That constraint is what makes autonomous resolution acceptable rather than risky.
What we built
The engineering
A support agent trained on the company's resolved tickets and documentation, answering in the company's own voice and citing the source it drew from. Tickets it cannot ground are handed to a person rather than guessed at.
- End-to-end autonomous ticket resolution
- Grounded in resolved tickets and product docs
- Company-branded response tone
- Source citation on every answer
How it helped
The difference
The support team stopped re-answering questions it had already answered, and the cost of a growing customer base decoupled from the cost of a growing support rota.
Measured result
65% of support tickets now resolved end to end without a human.
Next step
Got a problem shaped like this one?
Tell us the situation in plain language. We'll tell you how we'd approach it, what we'd build first, and where the risk sits.
Direct
contact@solinovo.comWe reply within one business day. If we're not the right fit, we'll say so.