Client
- Brightline
Role
- AI agent
- Helpdesk integration
- Evaluation
Category
- AI
Date
- September 2026
An AI agent over a SaaS product's documentation that handles 70% of questions and hands the rest to a person with context.
Agent over documentation and ticket history, helpdesk integration, security review, monthly evaluation
/01 Starting point
Brightline has a SaaS product with extensive documentation and a support team that spent most of the day answering the same questions.
They wanted to cut reply time without customers talking to a "dumb bot".
/02 Solution
An agent built over the documentation and the history of resolved tickets replies directly in the helpdesk.
When it isn't sure, it doesn't guess – it summarises the problem and hands it to a person along with links to relevant sources. Sensitive customer data isn't sent to the model; it passed a security review before launch.
/03 Result
In the first month the agent handled 70% of questions, the average reply is under 30 seconds and replies are rated 4.7 out of 5.
The support team focuses on complex cases and product feedback.
Results
- 70%of questions resolved without a person
- < 30 saverage reply
- 4.7 / 5satisfaction with replies
Credits
Team
- Design and implementation: {{FOUNDER}}
- Product: Brightline
Client
- Brightline
- September 2026
- brightline.app