AI support
Helios Support AI
An AI support copilot that deflects 52% of tier-1 tickets by reasoning over product docs and customer history.
- Client
- Helios SaaS
- Industry
- B2B SaaS
- Year
- 2025
- Services
- Applied AIProduct Engineering
Helios Support AI
52%
Ticket deflection
4.7/5
CSAT after AI reply
1,200
Hours saved / month
The challenge
Helios’ support team was drowning in repeat tickets — but hallucinated answers would tank their CSAT.
Our approach
- 01
Built a RAG pipeline on top of their docs, runbooks and historical tickets.
- 02
Shipped a guardrailed agent with tool-use limited to safe, auditable actions.
- 03
Added an eval harness that grades every new model revision before rollout.
Outcome
Helios cut tier-1 response times by 74% and shipped the feature with full audit logs their enterprise buyers demanded.
Your story next?
We can ship this for you.
If your project lives in the same neighborhood, we should talk. 30 minutes, no pitch deck.