50% reduction in support load through AI-powered document retrieval

Half of all support tickets were requests for documents that already existed somewhere. We put retrieval in front of the queue and routed only what it could not answer.

GreenGroAI Agents & WorkflowsAI Software DevelopmentGo-to-Market Engineering

-50%
support ticket volume: 3 weeks
to first rollout: 88%
answer acceptance rate

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The constraint

Roughly half of inbound support tickets were requests for documents that already existed — just not anywhere the customer could find them.

What we changed

We put retrieval in front of the ticket queue and routed to a human only what it could not answer confidently, with the confidence threshold set deliberately high at launch.

High confidence threshold at rollout, relaxed with evidence
Every unanswered query logged as a documentation gap
Escalation path always one click away

Where it landed

Support volume halved within three weeks, and the log of unanswered queries has become the documentation backlog.

Related work

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Harborline LogisticsLogistics & Supply Chain

18% lower cost per drop from a rebuilt routing solver

-18%

cost per drop

port integrations live

99.4%

on-time delivery

Have a system to ship

Bring us the problem that keeps stalling.

A 30-minute working session with the engineers who would do the build — not an account manager. You leave with an architecture opinion either way.

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Know a market better than we do

Partner with us on your domain.

You bring the domain judgement and the relationships. We bring the engineers who turn it into shipped software. Revenue-shared, no exclusivity.

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