AI Support Chatbot That Cut Ticket Volume by 61%
An LLM-powered support assistant resolving 61% of SaaS tickets autonomously, with seamless human handoff.
Client: LumenHost
The Challenge
LumenHost's support team handled 9,000+ tickets a month, with first-response times stretching past six hours. Repetitive questions about billing, onboarding and API errors consumed 70% of agent capacity.
Our Solution
We built a RAG pipeline indexing their docs, changelogs and ticket history, served through a Next.js chat widget with streaming responses. GPT-class LLMs with function calling let the bot check account status, issue refunds under policy and escalate cleanly to humans with full conversation context.
The Results
The assistant now resolves 61% of tickets end-to-end, first-response time dropped to under 30 seconds, and CSAT climbed from 3.8 to 4.6. Support costs fell 42% year over year.
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