Custom support agent that handles 65% of tickets without a human.

Fine-tuned a GPT model on the client's product docs, support history, and tone guidelines, then deployed it as a first-line support agent.

Challenge

The client's support team was drowning in repetitive tickets. Off-the-shelf chatbots were generic and broke trust with customers.

Approach

Curated training data from years of resolved tickets, fine-tuned a GPT model, built an evaluation pipeline, and integrated with their helpdesk.

Outcome

65% of tickets resolved end-to-end by the agent. Customer satisfaction held steady. Support team refocused on high-value cases.

65%

Tickets auto-resolved

stable

CSAT

OpenAI Fine-TuningPythonFastAPIPineconeNext.js

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