/01
Challenge
Support backlogs were growing faster than the team and the existing chatbot was eroding user trust with wrong answers.
- Slow first response
- No citations
- No handoff
- No measurement
/ Field Report
Northwind / AI Support Copilot
A B2B SaaS deflected half its support tickets with a retrieval-grounded copilot in six weeks.
We rolled out the copilot to a single tier first. By week three it was answering more support questions than our team. We kept the team busy on the hard ones.
J. Park / Head of Product, Northwind
52%Tickets deflected
6weeksTime to launch
3.4xFaster first response
0Production hallucinations
/ System
/02
Implementation
We built retrieval over their docs and ticket history, grounded every answer with citations, and routed low-confidence cases to a queue that already had the user context.
- Doc + ticket retrieval
- Citation UI
- Confidence threshold
- Handoff queue
- Eval set
/03
Result
Within six weeks the copilot was deflecting more than half of inbound tickets while support quality on the remaining ones improved.
- 52% deflection
- Faster median response
- Zero production hallucinations
- Tier-based rollout