LLM-Powered Support Automation
SaaS Platform
The Problem
Support team drowning in 200+ daily tickets. 80% were repetitive questions: password resets, feature explanations, basic troubleshooting. Average resolution time 4 hours due to queue delays. Customer satisfaction declining. Support costs increasing linearly with customer growth. Needed intelligent automation maintaining quality while handling routine inquiries, with seamless handoff to humans for complex cases.
What We Built
Built LLM-powered chatbot with GPT-4 fine-tuning on company-specific documentation and 2 years of historical tickets (10,000+ resolved cases). Implemented RAG system with Pinecone vector database for real-time knowledge retrieval from docs, API references, and past solutions. Created intelligent routing: bot handles routine queries, escalates complex issues to humans with full context. Integrated with Zendesk API for ticket management, Slack for team notifications, and internal CRM for customer history. Built TypeScript + React chat interface with markdown rendering, code syntax highlighting, and interactive troubleshooting flows. Added analytics dashboard tracking bot performance, resolution rates, customer satisfaction, and areas needing human intervention. Implemented continuous improvement loop: human-resolved tickets feed back into training data.
Tech Stack
Results
- ✓Automation rate: 80% (160 of 200 daily tickets handled by bot)
- ✓Resolution time: 4 hours average → 2 minutes for automated tickets
- ✓Customer satisfaction: 4.6/5 for bot interactions
- ✓Support cost savings: $180k annually
- ✓Human agents now focus on complex cases requiring expertise
- ✓Knowledge base continuously updated from human resolutions
Client Feedback
"Fine-tuned LLM chatbot handling 80% of support tickets. Resolution time: 4 hours → 2 minutes. Saved $180k annually. Their integration work was seamless."
— Director of Customer Success, SaaS Platform