L1/L2 Support, Automated: AI That Troubleshoots, Resolves, and Escalates Intelligently
SaaS & IT Services Client
We built a comprehensive AI support platform trained on product documentation and ticket history that handles common technical issues, creates and resolves tickets, and escalates complex problems with full context.
At a Glance
Key results and metrics from this project.
The Challenge
Traditional helpdesk systems require human agents for every interaction. Support teams struggle with ticket backlogs, inconsistent resolution quality, and knowledge management. 24/7 support requires expensive global teams.
The Solution
What we built to solve the challenge.
- Unified helpdesk interface with AI resolution
- Knowledge base integration and search
- Ticket resolution metrics dashboard
- L3 escalation queue with full context
- Cross-platform sync with Zendesk, ServiceNow, Jira
- Knowledge base indexing and retrieval
- Ticket history analysis and pattern recognition
- Continuous learning from human interventions
- Comprehensive AI trained on product documentation
- Intelligent troubleshooting decision trees
- Context-aware escalation with full history
- Continuous learning from resolved tickets
Key Capabilities
Technology Stack
The Business Impact
Measurable results and transformation.
L1/L2 support fully replaced by AI. Human agents focus only on complex L3 issues. Customers receive instant responses at any time with consistent, high-quality support.
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