SaaS Support Triage Agent That Resolves Product Questions and Escalates Bugs

Built a RAG-powered support assistant that answers docs-based questions, classifies issues, and creates cleaner engineering tickets. Challenge: A B2B SaaS team had a fast-growing support queue filled with repeated product questions, billing confusion, implementation issues, and bug reports. Docs existed, but customers did not find the right page. Engineers received vague tickets wi Results: The assistant resolved 57% of support conversations without human handoff and cut first response time by 46%. Engineering received cleaner bug reports, duplicate tickets dropped 35%, and the docs team gained a prioritized list of missing ar