TechCorp Solutions: 65% Ticket Reduction with RAG-Powered Support

Company Overview

TechCorp Solutions is a B2B SaaS company providing project management software to over 500 mid-size enterprises. With 15,000+ active users across Europe and North America, their support team was struggling to handle the growing volume of customer inquiries.

The Challenge

Before implementing RAG, TechCorp faced several critical issues:

Support Overload

• 2,500+ support tickets per month - growing 15% quarterly
• Average response time: 8 hours during business hours
• 48+ hours for complex technical questions
• Support team of 8 people operating at maximum capacity

Repetitive Inquiries

Analysis showed that 73% of tickets were repetitive questions about:

• Password reset and account access
• Feature configuration
• Billing and subscription management
• Integration setup (Slack, Jira, Google Workspace)

Documentation Findability

• 200+ help articles existed but users couldn't find relevant content
• Search functionality relied on basic keyword matching
• Users preferred opening tickets over searching documentation

The Solution: RAG-Powered Support Assistant

TechCorp implemented a RAG chatbot using Ailog's platform, trained on:

Knowledge Base

• 200+ help center articles
• 50 video transcript documents
• Internal troubleshooting guides
• Release notes and changelog
• API documentation

Implementation Timeline

Technical Configuration

• LLM: GPT-4 Turbo for complex queries, GPT-3.5 for simple ones
• Retrieval: Hybrid search with 0.75 similarity threshold
• Escalation: Automatic handoff to human after 2 failed attempts
• Languages: English and French support

Results After 6 Months

Ticket Volume Reduction

Customer Satisfaction

• CSAT score: Improved from 3.8/5 to 4.8/5
• First contact resolution: Increased from 45% to 82%
• NPS score: Increased by 23 points

Operational Efficiency

• Support team reduced from 8 to 5 (3 reassigned to product)
• Complex ticket handling improved (more time per case)
• Support costs reduced by €45,000/year

User Feedback

"The new chatbot actually understands what I'm asking. Before, I'd search the help center for 10 minutes and then give up and open a ticket. Now I get answers in seconds."

— Marie L., Project Manager at a TechCorp customer

"We were skeptical about AI support, but the quality of responses is impressive. It cites sources so we can verify the information, which builds trust."

— Thomas R., IT Director

Key Success Factors

1. Quality Documentation

TechCorp invested time cleaning and updating their help articles before training. Well-structured content led to better retrieval.

2. Gradual Rollout

Starting with 10% of users allowed them to identify edge cases and improve prompts before full deployment.

3. Human Escalation Path

Clear escalation to human agents when the bot couldn't answer prevented user frustration.

4. Continuous Improvement

Weekly review of unanswered queries led to 47 new help articles in 6 months.

Technical Details

RAG Configuration

Chunk size: 400 characters
Chunk overlap: 50 characters
Retrieval: Top 5 chunks with hybrid search
Reranking: Enabled (cross-encoder)
Temperature: 0.3 (factual responses)

Integration Points

• Widget embedded in SaaS dashboard
• Slack integration for internal teams
• API integration with Zendesk for ticket creation

ROI Analysis

Investment

• Ailog Pro subscription: €99/month
• Initial setup time: 2 person-days
• Ongoing maintenance: 2 hours/week

Returns

• Support cost savings: €45,000/year
• Faster customer onboarding (estimated value: €20,000/year)
• Improved retention (reduced churn by 3%)

ROI: 38x in first year

Lessons Learned

1. Document quality matters more than quantity - 50 well-written articles outperform 200 mediocre ones
2. Set clear expectations - Users should know they're talking to an AI
3. Monitor and iterate - Weekly analysis of failed queries is essential
4. Celebrate wins - Share success metrics with the team to build buy-in

Conclusion

TechCorp Solutions demonstrates that RAG-powered support can dramatically reduce ticket volume while improving customer satisfaction. The key is starting with quality documentation, rolling out gradually, and continuously improving based on user feedback.

Ready to achieve similar results? Start with Ailog's free tier and deploy your support chatbot in 5 minutes.

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This case study is based on aggregated data from similar implementations. Company name has been changed for confidentiality.