The challenge
Helmsly’s support team was drowning in repetitive questions — password resets, billing queries, “how do I…” requests — leaving little time for the complex issues that actually needed a human. Response times were slipping and the team was burning out.
What we built
We built an AI support agent grounded in their help docs, past tickets and product knowledge, embedded directly in their support widget and Slack.
- Retrieval over their real documentation, so answers stay accurate and on-brand
- Safe handling of account actions with clear guardrails
- Automatic escalation to a human — with a summary and suggested reply — when it is unsure
- An analytics view showing what customers ask most
The result
The agent now resolves around 60% of incoming tickets without a human touching them, and first-response time on the rest dropped sharply because agents arrive with context already gathered. The support team shifted from firefighting to improving the product.