Halcyon: 78% of tickets handled without a human

The challenge

Halcyon, a B2B SaaS vendor with 8,000 clients, saw its tickets explode (+40% YoY) with a team of 5 support agents at saturation. 60% of tickets were repetitive tier-1 questions (password, billing, basic configuration) that prevented agents from handling complex issues.

Our approach

1. 1Indexing of the entire knowledge base (3,000 articles) into RAG with mandatory citations.
2. 2Multi-channel agent connected to Zendesk, able to reply, ask clarifications, open backend tickets.
3. 3Guardrails: no autonomous destructive action (account deletion, refund) — always human validation.
4. 4A/B test over 4 weeks vs. human baseline. Satisfaction metrics tracked continuously.

The results

Tech stack