How We Reduced NovaTech's Operational Costs by 60% in 90 Days with AI Automation
60%
Reduction in support costs
80%
Tickets auto-resolved
4.8★
Customer satisfaction
90
Days to deployment
The Challenge
NovaTech Inc. is a B2B SaaS company with 12,000 active customers across 22 countries. In early 2025, their customer support team of 14 agents was handling 3,200 tickets per month — 68% of which were repetitive queries about billing, feature usage, and account management that required no specialist knowledge to resolve.
Annual support costs had reached $180,000. Average first-response time was 6.2 hours. Customer satisfaction scores were declining — not because agents were poor, but because volume was overwhelming capacity. NovaTech needed to scale support without scaling headcount.
Our Strategy
After a 2-week operations audit, we identified that 80% of tickets fell into 23 recurring categories. The solution: a RAG-powered AI agent trained on NovaTech's entire knowledge base, integrated with their Intercom helpdesk and Stripe billing platform, capable of handling the full resolution lifecycle for these 23 categories — including account actions — without human involvement.
Phase 1 (Week 1–2)
Operations audit, ticket categorization, knowledge base audit, integration mapping.
Phase 2 (Week 3–5)
AI architecture design, RAG system build, LLM selection & prompt engineering.
Phase 3 (Week 6–8)
Integration with Intercom, Stripe & internal APIs. Escalation logic & human handoff design.
Phase 4 (Week 9–12)
Staged deployment, monitoring, tuning, CSAT tracking & optimization.
The Execution
We built the AI agent on LangChain with Claude as the base model, using a custom RAG system backed by Pinecone for vector search over NovaTech's 2,400-page knowledge base. The agent was given tool access to Intercom (to read and update tickets), Stripe (to check billing status and issue refunds up to $50), and NovaTech's internal API (to perform account actions).
Every interaction was logged with a confidence score. Below 85% confidence, the agent escalated to a human agent with full conversation context pre-loaded. Above 85%, the agent resolved autonomously and sent a CSAT survey. The human team reviewed all AI responses for the first 30 days and provided corrections — which fed back into the system through weekly retraining.
The Results — 90 Days Post-Launch
“Lynxiz didn't just build us a chatbot — they transformed our entire support operation. The AI handles more tickets than our old team, with better satisfaction scores, at a third of the cost. The ROI in year one alone was over 800%.”
James R.
Co-founder & CEO, NovaTech Inc.
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