All work
B2B software company · SaaS · 2025
AI support triage that paid for itself in a quarter
A focused AI integration triaged inbound support against the company’s own knowledge base — fast to build, measured honestly, safe in production.
Illustrative example — a fuller written case study lands here soon.
- First-response time
- Down sharply
- Answer accuracy
- Measured & gated
- Payback
- Within a quarter
The context
A growing SaaS company was drowning in repetitive support volume. They wanted AI to help but were wary of hallucinated answers reaching customers and of an open-ended cost.
What I did
- Scoped one high-leverage workflow rather than a broad rollout
- Built retrieval against their real knowledge base
- Added evaluation, guardrails, and hard cost controls
- Handed over a system their team could tune and maintain
Services involved
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If any of this sounds like where you are, tell me about it — the specifics are what matter.