Automating 12,000+ Monthly Inquiries for a Canadian SaaS Platform
Engineered a dual-agent RAG system integrated with HubSpot and Jira that handles Tier-1 technical support and autonomously books high-intent discovery calls for sales.
The Operational Challenge
CloudFlow was experiencing rapid customer adoption across North America, but their Tier-1 support team was overwhelmed with 12,000+ monthly repetitive tickets regarding API configuration, billing inquiries, and product troubleshooting. Sales reps spent 30% of their time filtering unqualified leads.
The Solution & Technical Deployment
Techieon designed and deployed a multi-agent orchestration architecture using LangGraph and Pinecone vector search. One agent functions as a verified technical triage engine with deterministic guardrails, while the secondary agent engages website visitors, qualifies budget/need, and books discovery calls into calendar slots.
Key Technical Innovations Implemented:
- Hybrid semantic vector search (Dense + BM25) indexing 450+ API docs and historical resolved Zendesk tickets
- Real-time bi-directional integration with Jira for autonomous bug ticket creation with user logs
- Automated PII redaction and enterprise compliance filters conforming to Canadian PIPEDA standards
Verified Business Outcomes
- 74% of all inbound support inquiries resolved autonomously without human intervention
- Average ticket first-response time dropped from 4 hours to 1.2 seconds
- Sales discovery calls increased by 3.4x with a 28% higher demo-to-close conversion rate
- Saved over $115,000 in annualized support overhead while improving CSAT from 3.8 to 4.8 out of 5
"Techieon didn't just give us another generic chatbot. They built an engineered AI workforce that understands our deep API documentation better than our junior engineers. The ROI was immediate."
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