Northwind — AI support copilot
A retrieval-grounded assistant gave a 40-agent support team instant, sourced answers — cutting average resolution time by two-thirds and lifting CSAT.
- Client
- Northwind
- Industry
- SaaS Support
## Challenge
A retrieval-grounded assistant gave a 40-agent support team instant, sourced answers — cutting average resolution time by two-thirds and lifting CSAT.
## Solution
RAG assistant over Zendesk, Confluence, and product docs. Sourced citations + human handoff for edge cases.
The challenge
A retrieval-grounded assistant gave a 40-agent support team instant, sourced answers — cutting average resolution time by two-thirds and lifting CSAT.
The solution
RAG assistant over Zendesk, Confluence, and product docs. Sourced citations + human handoff for edge cases.
The results
−68%Resolution time
+22 ptsCSAT lift
−51%Escalations