Professional Services
Cutting first-response time with an AI support agent
- Client
- B2B software company
- Industry
- Professional Services
- Technologies
- Next.jsPythonClaudePostgreSQL + pgvector
- Services
- AI Solutions
This is an illustrative example. It describes the kind of problem we take on and how we would approach it — not a specific client engagement. No client is named or implied, and the outcomes listed describe what the delivered system does rather than measured results from a particular project.
What was not working.
A small support team handled a high volume of repeat questions already answered in the documentation. Time went on triage rather than resolution, complex tickets waited behind simple ones, and the first reply often just asked for information the customer had already supplied elsewhere.
How we would tackle it.
- 1
Baseline before building
Measure current handling time and categorise a month of real tickets, to establish which share was genuinely routine — and what improving it would actually be worth.
- 2
Ground answers in real sources
Build retrieval over the company's own documentation and order data so every answer cites where it came from and can be checked.
- 3
Escalate rather than guess
Set a confidence threshold below which the agent does not answer at all, and instead routes to a person with a summary and the relevant records attached.
What the delivered system does.
- Routine questions answered automatically with a citation to the source
- Complex tickets routed with customer history and context pre-attached
- Confidence threshold keeps uncertain cases with a human
- Every agent decision logged and reviewable
Built on AI Agents.
Related projects.
Recognise this problem in your own business?
Tell us what you are trying to achieve. We will help you figure out the best way forward — and tell you honestly if we are not the right fit.
Prefer email? hello@novista.io