Achieving 70% Auto-Resolution Rate with AI Support Agents
How a B2B platform with 12,000 enterprise users reduced support escalations by deploying context-aware AI agents.
The Problem
The client's support team was drowning in repetitive technical questions. With 3,000+ tickets monthly, senior engineers were spending 60% of their time on L1 issues instead of product development.
- API integration questions consuming engineering hours.
- Inconsistent responses across different support agents.
- Long wait times driving enterprise churn risk.
The Architecture
We built a RAG-Enhanced Support Agent with direct access to their documentation and codebase.
Technical Components:
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RAG Pipeline Pinecone vector DB indexing 500+ docs, API specs, and changelogs.
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Code Context Agent Pulls relevant code snippets from GitHub to answer integration questions.
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Escalation Guard Confidence scoring to route complex issues to humans instantly.
The Results
After 60 days, the AI agent handled 70% of all technical inquiries without human intervention. Engineers reclaimed 25+ hours/week. The client avoided hiring 2 additional support staff, saving $180k/year.