AI Support Copilot for B2B SaaS

Overview

Problem

NexaDesk Cloud had rising ticket volume, slow first response times, and inconsistent answers across agents.

Solution

• Implemented retrieval-augmented generation over product docs, release notes, and solved tickets
• Added guardrails for confidence scoring and human-in-the-loop escalation
• Embedded agent assist in the existing support console with one-click answer insertion

Outcome

• 41% faster first-response time
• 28% increase in first-contact resolution
• 19% reduction in support backlog within 60 days

Business impact

Support quality improved while headcount stayed flat, enabling expansion into two new enterprise segments.

“The copilot helped our team move from reactive support to proactive customer success.”