Customer Support Automation Platform
A multi-channel helpdesk SaaS platform with agentic AI at its core -automating ticket triage, response generation, and knowledge management.
The Challenge
A growing B2B company handling thousands of support tickets monthly across email, WhatsApp, chat, and API channels needed to reduce response times, eliminate manual ticket sorting, and deliver consistent support quality at scale.
What We Built
A multi-channel helpdesk SaaS platform with agentic AI at its core -automating ticket triage, response generation, and knowledge management.
Core Platform
- Unified helpdesk for tickets, chat, email, and WhatsApp
- SLA tracking with configurable escalation and priority rules
- Role-based workflows for support teams with audit trails
- Customer portal with self-service ticket tracking
- Canned response library with team-shared macros and templates
AI & Agentic Capabilities
- Biz auto-sorting tickets by intent and sentiment
- AI-suggested replies from historical resolutions and KB
- RAG knowledge base with vector search for instant answers
- Sentiment and intent detection for urgent interactions
- Auto-generated ticket summaries and handoff notes for agents
Impact & Results
Reduced first-response time by automating classification
Improved resolution accuracy with RAG-powered retrieval
Scaled support operations without proportional headcount
Boosted CSAT scores with faster and consistent responses
Cut average resolution time by 40% with AI-assisted replies
Key Features
Multi-channel helpdesk with agent and admin portals
RAG-powered knowledge base with vector search
SLA engine with escalation rules and audit logging
WhatsApp and email integration with auto-routing
Analytics dashboard with CSAT trends and agent performance