Case Study:
We built a custom customer support AI system for a fast-growing software company drowning in tickets, then placed an expert on their team to run it. With support volume up 40%, their 15-person team needed to speed up response times and improve margins without losing their reputation for great service. The system combines smart routing, agent assist, auto-fix, and a live ticket intelligence dashboard.
Support ticket volume had grown 40% in a year. The 15-person customer support team couldn't keep up, response times were slipping, and margins were eroding. Leadership didn't want to hire more headcount, they wanted to give the existing team superpowers without sacrificing their reputation for great service.
We built a custom customer support AI stack and embedded an expert to operate it. Smart routing automatically sends tickets to the right person. Agent assist gives staff real-time answer suggestions. Auto-fix handles common requests (like password resets) entirely without a human. A ticket intelligence dashboard gives leadership a live view of recurring issues by product area, client segment, and time period, turning support data into root-cause action instead of repeated firefighting.
We didn't want to cut our team; we wanted to give them superpowers. Outpost built the tools and gave us the person to run them."
VP of Customer Experience
Confidential
Confidential, B2B Software