SaaS1 min read

AI Support Agent Cuts Resolution Time by 54% for a SaaS Company

A retrieval-based AI support agent now resolves over half of tickets without human handoff.

Client
Clearpath Analytics
Industry
SaaS
Services
AI Agent DevelopmentAI IntegrationWorkflow Automation

  • -54%

    Avg. resolution time

    Source: Helpdesk analytics, 90 days before vs after launch

  • 58%

    Tickets resolved without handoff

    Source: Helpdesk analytics, first 60 days

  • 4.6 / 5

    CSAT

    Source: Post-ticket survey, first quarter

The challenge

Clearpath's support team was overwhelmed by repetitive how-to tickets, and first-response times kept growing as the customer base doubled.

What we built

We built an AI agent grounded in Clearpath's docs and ticket history, integrated with their helpdesk. It drafts answers, resolves common issues and escalates edge cases with full context.

Safeguards

  • Confidence thresholds before auto-reply
  • Human review for billing topics

The results

Resolution time dropped by more than half, and the support team now focuses on complex accounts.

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