AI Support Agent for a European SaaS Platform

Production-grade support agent trained on product docs, release notes, billing rules, and historic tickets. Escalates to humans on ambiguity.

The challenge

What the client was facing

A European SaaS support team was overwhelmed by repetitive tier-1 tickets — onboarding questions, billing edge cases, and feature explanations — while their senior team got pulled into low-value work.

What we built

The solution

RAG agent grounded on docs, release notes, and 18 months of resolved tickets
Brand-tone fine-tuning with a small instruction set written by the support lead
Confidence-based escalation: ambiguous queries route to humans with full context
Per-customer access control and GDPR-aligned conversation logging

In production

What it looks like

Illustrative screens — actual client UI, branding, and data redacted under NDA.

AI-first delivery angle

Why AI-first mattered here

The agent is a thin orchestration layer over retrieval, function-calling, and a strict response schema. Every answer cites the source doc. Failure modes were enumerated before launch with a 200-case evaluation set.

Technologies

Stack

TypeScript Next.js OpenAI Pinecone PostgreSQL Vercel

Have a similar problem to solve?

Book a free 30-minute call with a senior engineer. We’ll tell you honestly whether AI-first delivery is the right fit — and what a realistic engagement would look like.

Book a Consultation See related service