B2B SaaS Provider Reduces Tier-1 Support Escalations by 85%

The Challenge

As their user base scaled past 100,000 active users, the client's support team was drowning in Tier-1 tickets (password resets, simple configuration questions, billing inquiries). Response times slipped to 24+ hours, causing their Net Promoter Score (NPS) to drop significantly.

The Sanganix Solution

We built a multi-step Agentic AI workflow. When a ticket arrives in Zendesk, the AI classifies the intent, queries a vectorised database of internal documentation (RAG), and determines if it can resolve the issue. If it's a routine request like a state-reset, the AI uses an internal API to fix it, emails the customer, and closes the ticket—all autonomously.