SaaS Company Deflects 68% of Tickets in 30 Days
A 200-person B2B SaaS company was drowning in tier-1 support. After deploying Unify's AI support agent, they deflected 68% of tickets and cut response time from 6 hours to under a minute.
The Problem
The company's support team of 12 agents was handling 3,000+ tickets per month. Over 70% were repetitive tier-1 queries — password resets, billing questions, "how do I" feature requests. Agents were burning out. Response times were climbing. CSAT was slipping.
They'd tried an off-the-shelf chatbot. It had a 12% deflection rate and frustrated customers more than it helped. They needed something that actually knew their product.
The Solution
Unify ingested 18 months of historical tickets, their full product documentation, and their internal knowledge base. We built a custom AI agent that could handle their specific product context — not a generic bot.
The POC went live in 48 hours. Within the first week, the team could see the deflection rate climbing. By day 30, 68% of tier-1 tickets were being handled autonomously.
The Results
Twelve agents now handle the ticket volume that would have required 20. Response time dropped from a 6-hour average to under 60 seconds for the 68% of tickets the AI handles. CSAT jumped from 3.9 to 4.7.
The Head of Support described it as "finally having a team member who never sleeps, never gets frustrated, and actually knows the product better than most humans."
Want Results Like This?
See a working demo built on your actual support data in 48 hours.