B2B SaaS company
A support copilot that knows the product as well as your tenured reps
A vertical SaaS company with a complex product was watching ticket volume outpace headcount. Rowbase built a support copilot grounded in product docs, prior ticket resolutions, and engineering changelogs — so newer reps can answer like senior ones, and senior reps spend their time on the genuinely hard tickets.
47%
reduction in median time-to-first-response
01 · Challenge
Where the work was getting stuck
Onboarding a new support rep took 8–12 weeks before they could answer customer questions without escalation. The product had years of edge cases documented across an internal wiki, Slack threads, prior tickets, and engineering postmortems. Reps relied on tribal knowledge — and the senior reps who held that knowledge were getting interrupted constantly.
02 · Approach
How we built it
- 01Ingested the public docs, internal wiki, two years of resolved tickets with their final answers, engineering changelogs, and known-issue postmortems.
- 02Built a copilot that suggests a draft response and the exact source it came from — never auto-sends, always assistive.
- 03Added a confidence-gating step: low-confidence draft answers route to a senior rep for review before the customer sees them.
- 04Created a feedback loop where rep edits to suggested responses train the next draft.
03 · Outcome
What changed
- Median time-to-first-response cut nearly in half, with CSAT improving slightly.
- New rep onboarding shrunk to 3–5 weeks — they're productive faster because they're not pattern-matching from scratch.
- Senior reps reclaimed roughly 8 hours a week previously spent on context-shifting interruptions.
Systems & sources involved
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