GenAI Copilot for Customer Support

A mid-sized SaaS company providing HR & payroll software for SMEs faced increasing pressure on its support team.

• 20k+ end users across multiple countries
• High volume of repetitive requests (password resets, tax forms, onboarding help)
• Support agents overloaded and slowed down

Additionally:

• Knowledge was fragmented across Zendesk Help Center, Confluence, and Google Drive
• Slow response times negatively impacted customer satisfaction

Techbar developed and implemented a GenAI-powered support copilot integrated directly into the client’s workflow.

The solution included:

• Internal GenAI copilot embedded into Zendesk
• RAG-based integration with Confluence and Google Drive to surface up-to-date knowledge
• Automated ticket summarization and categorization for faster triage
• Prompt templates with tone control and built-in safety guardrails

Technically:

• GenAI copilot powered by Azure OpenAI
• LangGraph orchestration with RAG pipeline
• Pinecone vector database for embeddings
• Integration with Zendesk, Confluence, and Google Drive APIs
• Observability via Prometheus and Grafana dashboards

Delivery approach:

• Pilot delivered in 3 months, full rollout in 5 months
• Agile delivery with 2-week sprints and continuous collaboration
• Automated regression testing for prompts and RAG pipeline
• Regular demos and feedback sessions with support team

In just 5 months, TechBar helped the client achieve the following outcomes:

• Support agents handled tickets ~30% faster
• Reduced workload allowed focus on more complex issues
• Faster adoption by pilot group with strong daily usage
• Improved customer satisfaction (CSAT) due to more consistent responses