Support-ticket drafting MVP for a mid-market HR software vendor
Mid-market HR software vendor, Austin
- Challenge
- A support team of nine answered the same configuration questions repeatedly, but the knowledge base was out of date and agents rewrote answers from memory. First-response time had crept past eight hours, and new hires took three months to reach the team's average resolution rate.
- Solution
- In a six-week MVP we indexed the product documentation, release notes and two years of resolved tickets, then built a drafting assistant that proposes a reply with the sources it used cited inline. Agents edit and send; rejected drafts are reviewed weekly to fix gaps in the documentation itself.
- Results
- First-response time down from 8.2 hours to 2.5
- 64% of drafts sent with only minor edits
- New-hire ramp to average resolution rate shortened to 6 weeks




