Internal AI · Enterprise8-week engagementB2B SaaS Provider · 80-person team

Automating Tier-1 Support with a RAG-Powered AI Agent

The Challenge

The support team was buried in repetitive tier-1 tickets. Average response time was 4+ hours, knowledge was scattered across Notion, Confluence, and Slack, and agent burnout was climbing.

Our Approach

We implemented a RAG-powered support agent with GPT-4, built a vector search pipeline over existing docs, added context memory for multi-turn conversations, and designed clean human escalation paths.

Results

70% of tier-1 queries automated within 4 weeks

Response time dropped from 4 hours to under 30 seconds

$200K annual support cost savings

Human escalation rate held below 15%

Tech Stack

PythonLangChainOpenAI GPT-4PineconeFastAPINext.js

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