AI-Powered Customer Support for European SaaS Platform

Rapid customer growth (300% in 18 months) overwhelmed their 12-person support team. Average response time increased to 8 hours, satisfaction scores dropped to 3.2/5, and support costs grew 250% year-over-year. 60% of tickets were routine questions already covered in documentation.

We implemented an intelligent support system trained on their knowledge base, support tickets, and product documentation. The system handles tier-1 queries in 8 languages, integrates with their ticketing system (Zendesk), and escalates complex issues to human agents with full context. Includes continuous learning from agent feedback.