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Software · Sample SaaS client

AI support assistant for a SaaS help desk

An AI agent that drafts grounded replies from documentation and past tickets, with human approval.

Cited

answers from docs

Auto

ticket triage

Human

in the loop

The challenge

A growing support queue meant slow first responses, and agents spent most of their time searching docs for answers they'd written before.

Our solution

We deployed a retrieval-augmented assistant inside the help desk that drafts cited answers, auto-tags tickets, and escalates uncertain cases to humans.

AI support assistant for a SaaS help desk — project overview

How we delivered

  1. Step 1

    Discovery

    Stakeholder workshops, user research and a prioritised roadmap.

  2. Step 2

    Design

    Architecture decisions, UX flows and a clickable prototype.

  3. Step 3

    Build

    Two-week sprints with demos, automated tests and CI/CD.

  4. Step 4

    Launch

    Phased rollout, monitoring, training and ongoing support.

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