AI Copilot for Enterprise Support: 60% Ticket Deflection
A B2B SaaS company's support team was drowning in repetitive tickets. We built an AI copilot that pulls answers from their knowledge base, resolves 60% of queries without a human, and cuts average resolution time by 3x.
The Challenge
What was getting in the way
- 01
Support team handled 4,000+ tickets per month. Over half were repeat questions already answered in docs, but customers couldn't find them
- 02
Average first response time was 6 hours. Customers were churning because they couldn't get quick help on basic issues
- 03
Hiring more support agents wasn't sustainable. The team grew 40% in a year but ticket volume grew faster
The Solution
How we solved it
We indexed 3,200 help articles, internal runbooks, and past ticket resolutions into a Pinecone vector store. Then we built a RAG-based copilot using GPT-4o that sits inside the client's Zendesk. When a ticket arrives, the copilot drafts a response grounded in actual documentation. If confidence is high enough, it auto-responds. If not, it prepares a draft for a human agent with source links. We also added a customer-facing chat widget that handles common queries before a ticket is even created.
Technologies
What We Built
A look inside the project
You can reset your API key from Settings > API Keys > Regenerate. Here's a step-by-step guide:
The Process
Step-by-step delivery
Knowledge Indexing
Ingest 3,200+ docs, runbooks, and past tickets into vector store
RAG Pipeline
Build retrieval layer with relevance scoring and source tracking
Copilot Integration
Connect AI to Zendesk for auto-draft and auto-response
Chat Widget
Deploy customer-facing assistant to deflect tickets before creation
Monitor & Tune
Track accuracy, gather feedback, retrain weekly
The Results
The numbers
Ticket Deflection Rate
Faster Resolution Time
Annual Support Cost Savings