← Work
AI Automation
L1 Support Agents for a SaaS Helpdesk
Grounded agents resolve common tickets, open refunds within policy, and escalate with a full thread summary so humans never restart from zero.
Cover imagery illustrates the project category.
- Client
- B2B SaaS company
- Timeline
- 5-week support agent
- Our role
- Support AI partner
- 47%
- Tickets contained without agent
- 5 wks
- L1 agent live
- Cited
- Answers grounded in KB
The challenge
L1 volume crowded out complex work. Knowledge was scattered; refunds required tribal policy knowledge.
Our approach
Helpdesk agents answer from the KB with citations, execute refunds only within policy tools, and escalate with full summaries when needed.
What shipped
Concrete scope included in this engagement.
- 1 Grounded L1 answers with citations
- 2 Policy-bound refund tools
- 3 Escalation with thread summaries
- 4 Intent coverage expansion
- 5 Weekly answer-quality evals
The result
About 47% of tickets contained without a human agent. Escalations arrived complete.
Stack
Node.js
OpenAI
Zendesk API
RAG
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