3x Support Resolution with RAG-Powered AI Agent
Ticket Resolution Rate
The Challenge
The startup was scaling rapidly but their 8-person support team couldn't keep up with ticket volume. Average response time was 4.2 hours, and tier-1 tickets were consuming 70% of engineering bandwidth through escalations that didn't require engineering knowledge.
Our Approach
Ingested 12,000+ historical support tickets and the entire knowledge base into a vector database
Built a local RAG agent with strict guardrails to prevent hallucination — every response cites source documentation
Implemented a confidence scoring system: high-confidence answers go directly to customers, low-confidence routes to humans
Created an admin dashboard for the support lead to review, approve, and train the agent over time
Results
Resolution Rate
Avg Response Time
Escalation Rate
CSAT Score
Tech Stack
“Their AI agent resolved 3x more support tickets than our previous system. Our clients don't even know they're talking to an AI.”
Marcus Williams
VP Engineering, ScaleStack