How TechFlow SaaS Achieved 85% Auto-Resolution with an AI Support Agent
TechFlow SaaS, a project management platform with 15,000 active users, was overwhelmed by support volume. Their 4-person support team handled 2,000+ tickets per day across email, in-app chat, and their help center. Average response time exceeded 3 hours, NPS scores were declining, and the team was burning out with no budget to hire.
HumansAI built a RAG-powered AI support agent trained on TechFlow's entire knowledge base (350+ help articles, release notes, and internal troubleshooting guides). The agent operates across in-app chat and email, handling routine inquiries autonomously while seamlessly escalating complex issues to human agents.
The AI agent uses Retrieval-Augmented Generation to answer questions grounded in TechFlow's actual documentation. Responses cite specific help articles and include step-by-step instructions tailored to the user's account configuration.
The agent accesses the customer database to provide personalized answers. It knows the user's plan, feature access, recent activity, and open tickets — delivering contextually relevant support without asking the user to repeat information.
When the agent detects a bug report, billing dispute, or frustrated customer, it escalates to a human with a structured handoff: conversation summary, attempted solutions, user sentiment, and recommended next steps.
When human agents resolve escalated tickets, the resolution is fed back into the knowledge base. The AI agent learns from every interaction, steadily expanding its autonomous resolution capabilities.
The AI agent resolves 1,700 of 2,000 daily tickets without human intervention — handling password resets, billing questions, feature guidance, and troubleshooting autonomously.
Customers receive helpful, accurate responses within 2 seconds of sending a message. No more waiting hours for answers to simple questions.
CSAT scores improved from 78% to 95%. Customers consistently rate the AI responses as fast, accurate, and genuinely helpful.
Annual support costs dropped from $320K to $128K. Two team members were reallocated to product and customer success roles, improving overall company performance.
"The AI handles the volume we could never keep up with. Our human agents now work on the challenging, interesting problems that actually need a human touch. Our NPS went from 38 back to 55 — higher than it's ever been. And we did it without hiring a single additional person."
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