AI Customer Support Agent
Claude-powered chatbot handling 70% of support tickets automatically
A SaaS company was drowning in support tickets — their 5-person support team couldn't keep up with growing customer demand, leading to 48-hour average response times and declining customer satisfaction scores.
The Challenge
A SaaS company was drowning in support tickets — their 5-person support team couldn't keep up with growing customer demand, leading to 48-hour average response times and declining customer satisfaction scores. They needed an AI solution that could handle common queries automatically while seamlessly escalating complex issues to human agents with full conversation context.
Our Solution
We built an intelligent support agent powered by the Claude API that understands customer context, retrieves relevant knowledge base articles via RAG, and resolves common queries without human intervention. The system integrates with Zendesk for ticket management and is deployed as an embeddable widget on the client's product. WebSocket connections via Redis provide real-time chat experiences. Complex cases are automatically escalated to human agents with the full AI conversation history and suggested resolution paths.
The Results
Auto-resolves 70% of incoming support tickets without human intervention
Reduced average response time from 48 hours to under 2 minutes for AI-handled tickets
Customer satisfaction scores increased from 3.2 to 4.6 out of 5 after deployment
Technical Approach
The Claude API was chosen for its strong reasoning capabilities and ability to follow complex instruction sets for support workflows. RAG retrieval uses embeddings stored in Redis for fast knowledge base lookups. WebSockets provide the real-time chat interface, while Django handles conversation persistence, analytics, and the escalation logic that routes complex tickets to the right human agent.
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