71%
auto-resolved
9s
avg. response
4×
faster onboarding
Client
Confidential — B2B SaaS
Industry
B2B SaaS
Timeline
3 months
Overview
A B2B SaaS company's support team was answering the same questions repeatedly, with knowledge scattered across docs, tickets, and wikis.
The challenge
Answers had to be accurate and grounded in the company's own content — not hallucinated — and easy for both customers and agents to use.
What we did
- Built a retrieval pipeline (RAG) over the company's documentation and past tickets.
- Added an assistant in the help center and inside the agent console.
- Implemented guardrails, citations, and an evaluation harness for accuracy.
- Wired monitoring for quality, cost, and gaps in coverage.
Results
- 71% of incoming questions auto-resolved without an agent.
- Average response time fell to 9 seconds.
- New agents onboarded 4× faster using the same assistant.
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