Automated 60% of customer support inquiries

The client, a Series-A EdTech SaaS platform with 100K+ registered users, was drowning in support volume. Their 12-person support team handled 2,000+ daily tickets spanning course access issues, payment disputes, certificate queries, and technical troubleshooting. Average resolution time had ballooned to 48 hours, directly causing a 22% churn spike among premium subscribers who expected faster support. Hiring additional agents was cost-prohibitive at their stage.

Aadyora designed and deployed an AI-powered support assistant using a RAG (Retrieval-Augmented Generation) architecture. We indexed the client's entire knowledge base — 500+ help articles, course documentation, policy documents, and 18 months of resolved ticket history — into a vector database. The assistant handled multi-turn conversations, understanding context across messages, and supported both English and Hindi. For queries requiring human judgment — refund disputes over ₹5,000, account security issues, and escalations — the system seamlessly handed off to human agents with full conversation context.

The results exceeded expectations. Within 6 weeks, the AI assistant resolved 60% of all inquiries automatically with a 94% customer satisfaction score. Average resolution time for AI-handled tickets dropped from 48 hours to 4 minutes. The human support team was freed to focus on high-value enterprise accounts, contributing to a 28% increase in enterprise contract renewals. Monthly support costs decreased by 45% while the churn rate returned to pre-crisis levels.