Startups & SaaS
AI support triage & response drafting for a growing SaaS team
An AI agent system that triages inbound support tickets, drafts grounded responses and escalates with full context.
The problem
A scaling SaaS company faced ticket volume growing far faster than its support team. Routine questions consumed the queue, response times slipped, and senior agents spent their day on work that didn't need them.
The solution
NexusNao designed an agent pipeline that classifies every inbound ticket, retrieves grounded answers from a permission-aware knowledge base, drafts responses for agent approval and routes complex cases to specialists with a structured summary attached. Autonomy boundaries, confidence thresholds and full audit logging were designed in from day one.
The process
Two-week discovery: ticket taxonomy, historical resolution analysis, escalation rules
Retrieval baseline built from help centre, internal runbooks and resolved tickets
Agent workflow with draft-for-approval mode; measured against a golden set of real tickets
Gradual autonomy expansion for the highest-confidence categories, with weekly quality review
Results
- [Placeholder: verified reduction in first-response time]
- [Placeholder: verified share of tickets resolved with AI assistance]
- [Placeholder: verified customer satisfaction movement]
[Placeholder: client testimonial pending permission]
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