AI Customer Support Agent
Conversational AI agent integrated into a SaaS product, handling tier-1 support with context-aware responses and seamless human escalation.
The problem
A SaaS product’s support team was buried in tier-1 tickets — password resets, billing questions, basic troubleshooting — that ate into time better spent on complex issues.
The approach
I built a conversational agent on the Claude API, using Langchain to orchestrate context retrieval from the product’s docs and account data. The agent handles common requests directly and hands off to a human the moment a conversation goes beyond its confidence threshold, with the full context carried over.
The outcome
The agent now resolves the majority of tier-1 tickets without human involvement, and escalations arrive with enough context that support reps rarely have to ask the customer to repeat themselves.