AI AGENTS
AI Support Agent for SaaS Customer Support
Developed an autonomous AI support agent that resolves customer queries end-to-end via context, tools, and human escalation.
User Query
Intent Classifier
Knowledge Base
Customer APIs
⚡ Autonomous Resolution
45%
Queries resolved automatically
35%
Reduced response time
ClientSaaS Support Team
Timeline12 Weeks
Team Size3 Engineers
CapabilityAI AGENTS
The Challenge
High volume of repetitive L1 support tickets delaying complex customer queries.
The Approach
1
Workflow Mapping
Designed LangGraph state machines for query routing.
2
API Integration
Connected Zendesk and database query tools.
Outcomes & Impact
45% of support requests resolved autonomously, decreasing response times.
Key Lessons Learned
✓
Vector search alone is insufficient for structured freight and customs queries; hybrid search with RRF is mandatory.
✓
Document chunking must align with layout structures (headers and tables) rather than fixed character offsets.
✓
Reranking is the highest leverage, lowest cost way to improve recall in large document sets.
"The custom search engine built by Botmartz changed how our operations team works. They recover hours every day and container routing errors have dropped to near zero."
MV
Markus Vance
VP of Operations, Global Logistics Leader
Core Technologies
LangGraphOpenAIFastAPIRedis
Development Team
KG
Karan Goel
AI Engineer
PB
Promit Basu
AI/ML Engineer
SS
Sanjay Singh
Lead Architect
Related Cases
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