Autonomous support agent handling 78% of tickets

Challenge

Nexus's support team was drowning in 4,000+ tickets monthly. Their existing chatbot resolved only 12% of queries and frequently hallucinated product answers, damaging customer trust.

Solution

Built a RAG-based agent using LangChain, OpenAI function calling, and a vector database of documentation, past tickets, and product changelogs. Integrated with Zendesk for handoff and feedback loops.

Architecture

FastAPI backend orchestrates LangChain agents with OpenAI GPT-4 function calling. Pinecone stores embedded documentation and ticket history. Zendesk integration handles escalation workflows and feedback capture for continuous fine-tuning.

Stack

Key Metrics

Ticket resolution

78%

Response time

<3s

CSAT score

4.7/5

Cost per ticket

-82%

Outcomes

• Autonomously resolves 78% of L1 and L2 support tickets
• Reduces average response time from 4 hours to under 3 seconds
• Maintains 4.7/5 customer satisfaction with AI responses
• Frees support team to focus on complex technical issues