Case Studies
SaaS · Fernwood Labs
Deflecting 61% of support tickets automatically
61%
of tickets resolved automatically
-77%
first response time
4.8/5
average satisfaction score
The Problem
Fernwood's support team was buried under repetitive product questions, pushing first-response time past 24 hours during growth spikes.
The Solution
We built a support agent trained on their documentation and product data, integrated directly into their helpdesk, with automatic escalation and full context handoff for complex tickets.
The Results
61%
of tickets resolved automatically
-77%
first response time
4.8/5
average satisfaction score
Technology used
OpenAIZendeskZapierPostgreSQL
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