Customer SupportDec 12, 2024Global SaaS platformOutcome: 52% faster draft time
Support copilot shipped in six weeks
We delivered a retrieval-first copilot that cut response drafting time in half.
We paired with the support team to ship a focused copilot:
- Mapped the top 25 intents and linked them to trusted sources.
- Built a retrieval pipeline using existing knowledge bases - no new CMS required.
- Added a confidence band so agents could see when to trust vs. edit.
In week six the copilot handled 60% of drafts with minimal edits. The team kept ownership by updating sources directly; no extra prompts needed.