B2B SaaS • 9 weeks • Node.js, Postgres, ML API, Background jobs
AI support triage assistant
Shipped an AI-assisted triage workflow that reduced time-to-first-response and improved routing accuracy.
Challenge
Support volume grew quickly. Manual tagging and routing slowed response times and missed priority issues.
Solution
We built an AI-assisted classifier with human-in-the-loop review, added confidence thresholds, and instrumented accuracy. We ensured safe fallbacks and clear audit trails.
Results
• 28% faster time-to-first-response • 22% improvement in correct routing • Clear audit logs for compliance
NDA note
Client details are anonymized. Metrics are real and representative.
Client quote
“It’s practical AI: measurable impact and safe defaults.”
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