Support agents at enterprise scale
Technical support automation for a B2B platform — agents that read docs, logs, and account state to resolve issues end-to-end.
80%
volume automated
+12pt
CSAT
24/7
coverage
At a glance
- Client
- Loopwork
- Industry
- B2B SaaS
- Timeline
- 7 weeks to production
- Stack
- ClaudeLangChainZendesk APIsPostgreSQL
The challenge
Loopwork's support queue was full of technical questions that each took an engineer twenty minutes to investigate: config issues, API errors, permission problems.
Support was cannibalizing the engineering roadmap, and enterprise customers expected answers around the clock.
What we built
We built agents with real diagnostic ability: they read the customer's account state, recent logs, and the product docs, then either resolve the issue directly or hand the engineer a complete investigation.
A retrieval layer over Loopwork's documentation keeps answers current with every release — no stale macros, no hallucinated features.