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Support Bot2024
AI Support Bot Deployment
Pay-per-query support bot that reduced resolution costs by 85% for a SaaS company.
- Role
- AI Engineering
- Client
- CloudTask
- Year
- 2024
- Category
- Support Bot
RAGOpen-Source LLMVector DB
Overview
CloudTask was spending $15,000/month on outsourced support agents handling 5,000 tickets. Each ticket cost $3-5 to resolve, and customers waited hours for answers.
The challenge
- Build an AI agent that resolves 80% of support queries accurately
- Integrate with existing knowledge base and ticketing system
- Charge per-query so costs scale with business, not headcount
Approach
We built a custom knowledge base from CloudTask’s internal docs, product guides, and past support tickets. A lightweight open-source LLM handles queries at $0.002 each, with RAG retrieval for accuracy. The system integrates with their existing Zendesk workflow.
Outcome
Resolution costs dropped to $0.40/query — a 90% reduction. Human agents now handle only escalated issues. CloudTask scaled support to 24/7 coverage without hiring additional staff.