30% of support tickets. Gone.

The support team at an HR tech company was getting dozens of near-identical tickets every day. The questions were always the same, and so were the answers.

The people on the team knew exactly what to reply. The problem was the volume.

The context

The company runs an HR platform for small and mid-sized businesses. As more clients signed up, support requests grew with them, while the team stayed the same size.

Most of the day went on answering questions that were already documented: how to reset a password, how to export a report, how to set up an integration. Repetitive work that left little time for the cases where a person was really needed.

The solution

We built an AI agent and connected it to the infrastructure the company already had:

• Knowledge base: we indexed the internal documentation, the FAQs and the history of resolved tickets.
• CRM integration: the agent sees the client’s context in real time, meaning their plan, configuration and previous tickets.
• Handover to a person: when the agent isn’t sure, or the case is complicated, it passes the ticket to an operator along with a summary of the situation.

The point was never to replace the team. It was to take the repetitive questions off their plate.

The results

After the first weeks in production:

• About 30% of tickets are resolved without human intervention, nearly one in three.
• 24/7 support: clients get an answer outside business hours too.
• No new hires, even as request volume grew.
• More time for the hard cases: operators now focus on the ones that genuinely need a person.

A question for you

Is there somewhere your team is still doing repetitive work by hand that a system could take over?

It rarely takes a big digital transformation programme. You need to find the right bottleneck and build something targeted around it. That’s the work we do.

Want to find out whether a similar approach fits your company? Get in touch.