Customer Support Automation

The Problem Space

With a growing global user base, the support team was receiving hundreds of Tier 1 queries (password resets, simple how-tos) daily. Response times were slipping into 12+ hours, causing customer churn and team burnout.

Engineering the Outcome

We deployed a RAG (Retrieval-Augmented Generation) based AI assistant integrated directly with their documentation and past ticket history. The bot was deployed across WhatsApp and their web dashboard, providing instant, accurate answers while knowing exactly when to escalate complex issues to human agents.

Instant resolution for 65% of all incoming tickets. The human support team now handles only high-value, complex consultations, leading to a 40% improvement in Net Promoter Score (NPS).