Conversational AI
72% of Tier-1 tickets resolved without a human touching them
Designed and deployed a multilingual support agent integrated with helpdesk workflows, knowledge bases, and escalation logic to deliver 24/7 customer support with human-quality responses.
The challenge
The support team faced long queues, inconsistent responses, and high after-hours workload across global time zones.
What we built
- Intent-aware AI routing with confidence scoring
- Knowledge-base retrieval with policy guardrails
- Live escalation handoff to human agents with full context
Technology
- Intent-aware routing with confidence scoring
- Knowledge-base retrieval with policy guardrails
- Helpdesk integration
- Live human handoff with full context
What changed
Described in time and behaviour. Where we publish a number, it was measured in production.
Before
Long queues and inconsistent answers across time zones
After
Instant, consistent first response around the clock
Before
After-hours load fell on whoever was awake
After
The agent covers nights; humans get escalations with context
Before
Every ticket needed a person
After
72% of Tier-1 tickets resolved autonomously (measured in production)