The bottleneck
A growing support team was being crushed by repetitive tier-1 questions - password resets, order status, basic how-tos. Senior agents were stuck triaging instead of solving complex cases.
Response time was creeping past business hours and customer satisfaction was starting to slide.
What we built
A retrieval-augmented AI assistant trained on the internal knowledge base, with a strict scope: only answer from documented sources, escalate cleanly when confidence drops, and never invent.
Every interaction is logged. Every escalation routes to the right human with full context attached.
Result
Sixty percent of tier-1 questions resolved without human touch. First response time dropped from hours to under two minutes. Senior agents moved up the value chain - and stayed there.