AI Customer Support Agent
Agent for a Subscription SaaS
B2B subscription SaaS (confidential)
6 weeks (MVP → production)
AI engineer, Full-stack engineer, QA, Product lead
Situation
Support volume had outgrown the team. Response times were slipping, and senior agents were spending too much time answering repeat questions. The client wanted an AI support agent that could resolve common issues safely—without hallucinations, leaking data, or breaking brand voice.
Objectives
- Deflect repetitive tickets while keeping CSAT stable or improving
- Keep humans in control for edge cases and billing-sensitive actions
- Add strong privacy and security boundaries (PII-aware handling)
- Provide measurable visibility: what the agent answered, why, and with what confidence
What We Did
Consolidated help center articles and internal macros, added metadata, and created a "single truth" knowledge base with a deprecation process.
The agent only answered from approved sources. If it couldn’t find support, it asked clarifying questions or escalated to a human with a structured summary.
Implemented confidence scoring, refusal rules, redaction for sensitive fields (tokens, emails), and escalation routes based on intent.
Every answer logged with source articles used, prompt version, and outcome (resolved, escalated, reopened).
Challenges & Solutions
Hallucination risk
Solution: Required citations in every answer and blocked "free-form" responses when sources were weak.
Messy historical docs
Solution: Set up weekly doc reviews and ownership rules—support content became a maintained product asset.
Tone consistency
Solution: Created a small style guide and validated responses with support leads before launch.
- 60% of incoming tickets handled end-to-end for top categories
- Median first response time reduced from 4 hours to 5 minutes
- Fewer "ping-pong" follow-ups due to better clarifying questions
Deliverables
- AI agent (production) + admin controls
- Knowledge ingestion pipeline + approval workflow
- Monitoring dashboard for quality, safety, and deflection rate