NAscii-Core
E-commerce · AI Agents

AI Support Agent cuts tickets by 75%

An AI support agent that resolves the majority of customer questions instantly, freeing the human team for complex work.

75%
fewer support tickets
2h → 30s
response time
24/7
coverage
Challenge

The problem we solved

The support team was drowning in repetitive questions, with response times stretching to two hours and rising costs as the customer base grew.

Existing process

What the client was doing before

Customers emailed a shared inbox. A two-person support team triaged, categorised and replied manually — typically within two hours during business hours and not at all outside them. Common questions about pricing, account access and feature usage were answered from memory or copied from a docs page.

Solution

How we solved it

We built a retrieval-grounded AI support agent connected to their helpdesk and knowledge base, with seamless escalation to humans for edge cases.

Architecture

How the system is built

The key components and how they connect.

  1. Website widget
  2. AI Agent (LLM + RAG)
  3. Knowledge Base
  4. Helpdesk
  5. Human escalation
Stack

Technologies used

OpenAIVector DBn8nNext.jsPostgreSQL
Results

What we delivered

  • 75% of tickets resolved without a human
  • Average response time fell from 2 hours to 30 seconds
  • Support headcount redeployed to high-value work

ROI

The agent paid for itself within the first quarter through reduced support costs and higher retention.

Lessons learned

What we learned from this engagement

Practical takeaways that inform how we approach similar projects.

  • Knowledge base quality is the biggest variable in agent accuracy — invest in it before building.
  • Start with a narrow scope (top 20 query types) and expand after the first month of production data.
  • Human escalation paths need to be designed first, not added after — they determine where the agent draws its boundaries.
"Our customers get instant answers and our team finally has time to breathe. It transformed how we support our users."
OD

Operations Director

Regional SaaS Platform

Service

AI Agents

Industry

E-commerce

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