An AI support agent that resolves 40% of tickets without a human
Fintra's support volume was outpacing headcount. We built an AI agent that autonomously resolves common tickets and hands off complex cases with full context.
40%
Tickets auto-resolved
< 10s
First response time
4.8/5
CSAT
The Challenge
Fintra's support team faced growing ticket volume as the product scaled, with response times slipping and support costs rising faster than revenue.
The Solution
We built an AI agent connected to Fintra's knowledge base, account data, and billing system, capable of resolving account and billing questions end-to-end, with a clear handoff protocol for anything requiring human judgment.
Our process
Ticket analysis
We analyzed 6 months of ticket history to identify automatable categories.
Knowledge integration
We connected the agent to the knowledge base and account systems securely.
Guardrail design
We built escalation rules so sensitive or ambiguous cases route to humans.
Rollout
We launched in phases, starting with the highest-volume ticket categories.
Technology used
Results
40%
Auto-resolution rate
Of total ticket volume resolved without human involvement.
Under 10 seconds
First response
Down from an average of 2+ hours.
4.8 / 5
Customer satisfaction
Maintained despite the shift to AI-first support.
“The AI agent they built handles nearly 40% of our support volume end-to-end. Response times dropped from hours to seconds.”
Marcus Webb
Head of Support, Fintra