Helix Systems
Autonomous SupportAgent
- Category
- AI Agent
- Year
- 2025
- Client
- Helix Systems
The challenge
Helix was drowning in tier-1 support tickets — password resets, billing questions, integration how-tos — that consumed their small support team's capacity and delayed responses for genuinely complex issues.
What we built
We built a multi-turn agent grounded in their documentation, billing API, and ticket history. The agent handles the full resolution lifecycle: asks clarifying questions, takes actions (password resets, plan lookups), and escalates with a structured handoff summary when it hits its confidence boundary. A lightweight ops dashboard lets the support team monitor agent actions in real time.
Impact
70%
Tickets resolved without human touch
4 min
Median time-to-resolution (was 18 hrs)
4.6 / 5
Post-resolution CSAT score
2 wks
Time from kickoff to production
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