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B2B SaaSMid case2025 · Production
Lumen Support
Intelligent tier-1 support
Resolution on documented intents; escalate with summary, not vanity deflection
SaaS vendor
Context
Answers sourced FAQs, enriches tickets, escalates with a structured summary on technical cases. We aim for a realistic autonomous resolution (order 40-55% L1 on documented intents), not the marketing 80% claim.
Challenge
Rising ticket volume, saturated L1, questions already documented in the help center.
Solution
Product-doc RAG, intent/urgency classification, citations, helpdesk integration, L2 handoff with context.
Results
- Fewer L1→L2 escalations on documented FAQs
- First reply in seconds on the bot channel
- CSAT non-regression goal on auto flows
- Sourced answers (no doc bluffing)
Limits
- Deflection without resolution is a false win (customer returns or complains).
- Without fresh docs, RAG accelerates wrong answers.
