Case Study • SaaS
AI-Powered Customer Support Transformation
Client: TechCorp
Industry: SaaS
Date: September 2024
Challenge
TechCorp was struggling with high support costs and slow response times. Their team of 50 support agents couldn't keep up with the volume of customer inquiries, leading to frustrated customers and burnt-out staff.
Solution
We built a production RAG system that:
- Ingested their entire knowledge base, help docs, and past support tickets
- Implemented intelligent chunking and embedding strategies
- Created a re-ranking pipeline for optimal retrieval
- Added human-in-the-loop review for quality assurance
- Deployed agentic workflows for multi-step support tasks
Results
88%
Cost Reduction
5 min
Avg Response
92%
Satisfaction
10
Team Size
Technology Stack
- • OpenAI GPT-4 for reasoning
- • Pinecone for vector storage
- • Custom re-ranking with cross-encoders
- • React-based review dashboard
- • Real-time observability with Langsmith