AI Customer Service Platform
A global SaaS company was handling 2M+ monthly customer interactions with a 200-person support team — average resolution time of 4.2 hours and a customer satisfaction score that was trending down.
The challenge.
A global SaaS company was handling 2M+ monthly customer interactions with a 200-person support team — average resolution time of 4.2 hours and a customer satisfaction score that was trending down.
2M+ monthly interactions. 74% resolved without human intervention.
The approach.
AurvikAI built a generative AI platform with multi-agent orchestration — handling tier-1 and tier-2 queries autonomously, generating personalised responses grounded in the company's knowledge base, and escalating complex cases with full context to human agents.
The results.
74% containment rate — 1.48M interactions per month handled autonomously. Average resolution time for AI-handled cases: 45 seconds. Human agents focused exclusively on complex, high-value cases. CSAT improved from 3.2 to 4.6 out of 5.
Containment rate
Monthly interactions handled
Average resolution time
CSAT score (from 3.2)
What we used.
Generative AI · AI Agents · SaaS
Build something like this.
Tell us about your challenge. We'll tell you how we'd approach it.