Autonomous Customer Support Agent Resolves 74% of Tickets Without Human Intervention
The Challenge
TradePulse's support team of 8 was handling 1,200+ tickets per month. Average response time was 6 hours. Customer churn due to slow support was measurable, and scaling the team was not viable at their burn rate.
Our Solution
We built a three-layer agentic system: a Classifier Agent that triages incoming tickets by intent and urgency, a Resolver Agent that queries their live database (account status, transaction history, billing) and handles standard requests autonomously, and an Escalation Agent that prepares a full context brief for the human agent when a ticket needs human eyes. The entire system integrates with Intercom via webhooks.
The Results
74%
Tickets resolved without human touch
4 min
Average first-response time (was 6 hrs)
₹18L
Annual support cost saved
4.8★
CSAT score (up from 3.6)
“Our support costs dropped by over 18 lakhs in the first year. The agent handles things our human team used to spend hours on — instantly, correctly, every time.”
Rajan Mehta
Founder & CEO, TradePulse
Tech Stack
Project Details
Key Outcomes
- 74% — Tickets resolved without human touch
- 4 min — Average first-response time (was 6 hrs)
- ₹18L — Annual support cost saved
- 4.8★ — CSAT score (up from 3.6)
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