AI agent · Support
Relay Support Agent
Tier-1 support agent wired to Zendesk and product docs — 58% of tickets resolved without a human, CSAT held at 4.6★.
Northline SaaS · 8 weeks · 2025
Challenge
Support queues spiked after a pricing change. Macros were outdated and contractors could not safely access internal runbooks. Leadership wanted deflection without the ‘bot loop’ feel.
Approach
Indexed help center, release notes, and vetted Slack threads into a vector store with source citations in every reply. The agent creates Zendesk tickets when confidence is low and never changes billing without human approval.
Timeline
- 01
Knowledge audit
Week 1–2Curated 340 articles, removed stale macros, defined escalation and PII rules.
- Content index
- Policy matrix
- Evaluation set
- 02
Agent & Zendesk sync
Week 3–5RAG pipeline, citation UI in agent replies, and bi-directional ticket updates.
- Support agent
- Zendesk app
- QA harness
- 03
Production rollout
Week 6–8Shadow mode, then 25% → 100% traffic with weekly eval on real transcripts.
- Production launch
- Runbooks
- Dashboards
Stack
Agent
OpenAI API, RAG, Confidence routing
Integrations
Zendesk, Slack alerts, Stripe (read-only)
App
Next.js, React, Tailwind CSS
Data
PostgreSQL, pgvector, Redis
“They shipped in six weeks what our previous agency had been scoping for five months. The difference was that Pixetech kept saying no to things we didn’t need yet — and they were right about every single one. Our transfer completion rate is up 28% and support tickets are down a third.”
Dana Whitmore, VP Product — Orbit Pay
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