Industry
SaaS
Company size
50-200 employees
Product
AI Customer Support Agent
Location
San Francisco, CA
Response Time through AI-powered automation, enabling faster response times and improved customer satisfaction
Auto-Resolution for instant query resolution and 24/7 customer support coverage
TechFlow SaaS is an saas company based in San Francisco, CA, serving businesses with AI-powered customer engagement solutions. They partnered with HumansAI to automate support workflows and scale operations without proportionally growing their team.
TechFlow's 4-person support team was drowning under 2,000+ daily tickets. Average response times exceeded 3 hours during business hours and 8+ hours overnight. NPS dropped from 52 to 38, and the team had no budget to expand.
HumansAI built a RAG-powered AI support agent trained on TechFlow's 350+ help articles, release notes, and internal troubleshooting guides. The agent operates across in-app chat and email, providing instant personalized responses grounded in actual documentation.
The agent accesses the customer database for account-aware responses — knowing each user's plan, feature access, and recent activity. When it encounters bug reports or frustrated customers, it escalates to human agents with structured handoffs including conversation summaries and recommended next steps.
The implementation focused on TechFlow SaaS's most time-consuming workflows. AI agents were trained on years of support tickets, learning the nuances of common questions and the precise, helpful tone TechFlow SaaS's customers expect.
The forward-deployed model means HumansAI solves concrete problems. For understanding and error-checking responses, AI agents analyze conversations of any complexity, identifying everything from intent mismatches to sentiment shifts specific to customer support.
Within 60 days, TechFlow's support metrics transformed completely.
“HumansAI transformed our customer support operations. We went from 4-hour response times to 2-second automated resolutions. The AI chatbot handles 85% of queries, allowing our team to focus on complex issues.”
Sarah Chen
VP of Customer Success, TechFlow SaaS