Case study · B2B SaaS · Customer support
3 June 2026
An AI support agent that handles 85% of their tickets
Their support inbox was overwhelmed and the obvious fix was hiring. In three weeks we built them an AI agent instead — it now resolves 85% of every ticket that comes in, and the two new hires never happened.
Their support inbox was drowning. Tickets were coming in faster than the team could clear them, and the only obvious answer was to hire.
This is a fast-growing B2B SaaS company, and support volume climbed with every new customer they signed. The realistic next move was two more support staff — somewhere around £5,000 to £6,000 a month between them. Instead, they put that money into an AI agent that scales without a salary, so they could keep growing without hiring indefinitely.
What we built
An AI support agent — we called her Amelia — that reads, understands and answers support tickets in the company's own voice. We built her and got her live in three weeks.
One inbox for everything
First we gave her a dedicated support inbox and forwarded all of their existing support addresses into it with ImprovMX, so she monitors every inbox from one place. Then we wired her into their website, so the moment anyone raises a support ticket it lands with Amelia first.
We taught her everything they knew
Her knowledge base is built entirely from the company's own documentation. Every doc, guide and learning resource they'd written, we uploaded and turned into knowledge she can actually use:
Their services
What the product does, how every feature works, plans, limits and the details customers ask about daily.
Resolving issues
Their playbooks for the common problems — the fixes, the settings, and the step-by-step answers their team already knew.
How-tos & onboarding
Every guide and learning resource, so she can walk a customer through anything from setup to advanced use.
Here's Amelia in action
A customer raises a ticket from the help centre we built — the same docs and guides that were loaded into Amelia's knowledge base:
Seconds later, here's the reply Amelia sent back — no human touched it:
Hi there, happy to help you get connected — and good news, WordPress is the easiest setup, with no code needed.
1. In your WordPress dashboard, go to Plugins → Add New, search for our plugin, then Install and Activate it.
2. Once it's active, a Connect button appears in the plugin settings — click it and approve, and your site links to your account automatically.
3. The chat widget goes live on your site straight away.
If you'd rather drop in a code snippet instead, I can send those over too. Want me to double-check it's showing once you're connected?
Best,
Amelia
We're getting duplicate webhook events for every order since about 8am — it's creating double records on our side. Can someone take a look? — Marcus
She answers first, humans catch the rest
Every ticket goes to Amelia before anyone on the team sees it. If it's within her scope — about 85% of the time — she answers it and closes it out. If it isn't, a human-handover alert pings the support manager, who sends the reply themselves. There's always a human backup, and nothing falls through the cracks.
She flags what's missing
This part is quietly valuable. When a ticket surfaces a problem or a gap the documentation and product don't cover, Amelia doesn't just muddle through — she flags it as a suggestion. Over time the support inbox becomes a product feedback loop, surfacing exactly what customers keep getting stuck on.
The maths
Amelia handles 85% of every ticket that comes in. The other 15% are the genuinely unique cases a human should see — and they go straight to one.
The two support hires they were about to make, at £5–6k a month, never happened. And because software doesn't need a second desk, they can keep scaling support without hiring indefinitely. The return on a fraction of one salary is enormous.
The result
Built and live in three weeks. Amelia now clears 85% of their support load, around the clock, for a fraction of what two hires would have cost. The team is off the support treadmill and back on the work that actually grows the business — more of their time and their capital going into marketing and sales.
They were about to hire two people just to keep up. Instead they got an agent that handles 85% of it on day one, and a team free to go after growth.
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