/case-studies / saas-support-copilot
GENERATIVE AI & COPILOTSA support copilot deflects tickets for a SaaS company
client
B2B SaaS Company
industry
Technology
services
Generative AI · RAG
duration
4 months
// OVERVIEW
B2B SaaS Company — a technology organisation — engaged Skillikz on support copilot: Grounded answers that deflect tickets and speed agents. This case study sets out the business challenge, the AI-led approach we took, the technologies involved and the measurable outcomes delivered over 4 months.
// TECHNOLOGIES
RAGClaude / GPT-4Next.jsPythonVector DBAzure OpenAI
01 // THE CHALLENGE
Support was buried in repetitive questions while customers waited, hurting satisfaction and cost-to-serve.
02 // OUR APPROACH
We built a copilot grounded in docs and tickets — deflecting routine questions and assisting agents on the rest.
RAG over docs, tickets and release notes
Customer self-serve and agent assist modes
Citations and confidence-based fallback
Deflection and CSAT measurement
03 // THE RESULTS
Ticket volume dropped 32% and handle time 40%, with cited answers lifting customer satisfaction.
// HOW WE'D DELIVER THIS TODAY
The AI services behind this outcome
A project like this draws on a focused set of Skillikz services — from first assessment to a working pilot and a clear path to scale.
// MORE WORK
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