Resolving 68% of support tickets
Software company
- 68%Of support tickets resolved autonomously
- 705Engineering hours returned every month
- $5.5MAnnual spend recouped across support and engineering
Summary
A software company in hypergrowth used Bourne to deploy agents across customer support and engineering, so both teams kept up as the company grew.
Problem
This software company went through hypergrowth, and two costs grew with it. The customer service team answered the same setup, data and integration questions every day. Engineers were pulled away from the roadmap to investigate data issues, answer internal questions and handle routine fixes.
Solution
The company used Bourne to deploy agents on both. The support agent answers customer questions using the product documentation, the customer’s own configuration and past tickets, and hands a case to a person when it needs judgment or access it does not have. When a ticket surfaces a bug, an improvement or a feature request, an agent writes the change and opens a pull request.
The engineering agents investigate data issues, trace them to their cause and prepare fixes and answers for an engineer to review. A code review agent trained on the company’s internal communications, code and ticketing system reviews every pull request with the same context the team has. The two agents go back and forth until the change is good enough to reach an engineer for final review.
| Work | Before | With Bourne |
|---|---|---|
| Support tickets | Answered one by one by the support team. | 68% resolved autonomously, the rest handed to a person. |
| Data issues | Engineers pulled off the roadmap to investigate. | Agents trace the cause and prepare a fix for review. |
| Code review | Every pull request waits for an engineer. | A review agent with the team's context reviews first. |
Impact
The support agent resolves 68% of tickets on its own, and the engineering agents, including the code review agent, return 705 engineering hours every month. Together, they recouped $5.5M in annual spend on support and engineering work.
