Case study

AI support copilot

High support volume created long response times. Knowledge was siloed and difficult to search effectively.

2/6/2025 · SaaS Platform

Approach

  • Cataloged knowledge sources, permissions, and SLAs with security.
  • Deployed policy‑aware RAG with safety filters and prompt escrow.
  • Added observability and feedback loops for continuous improvement.

Solution

  • Edge‑served RAG with retrieval guards and citation highlighting.
  • Agentic workflows for triage, summarization, and escalation.
  • Admin portal for evaluation sets and red‑teaming.

Impact

35% ticket deflectionCSAT +18%Time‑to‑first‑response -42%

TTFR

7m → 4m

CSAT

4.2 → 4.95

Coverage

60% → 88%