Product AISupportCustomer Experience
In-Product Support Copilot for HR SaaS
TalentFlow · HR software startup (2,500 customers)
See more solutions for Niche SaaS →62%
reduction in support tickets
+18
NPS points increase (users love instant help)
0
additional support hires needed despite 2x growth
The Challenge
Support tickets were growing 40% faster than revenue. Most questions were about feature usage and configuration—things that could be self-served. The 4-person support team was burned out.
The Solution
- Built contextual AI assistant embedded in the product UI
- Trained on product documentation, help center, and resolved tickets
- Added ability to perform guided configuration changes
- Created seamless handoff to human support when needed
“The copilot became our most-loved feature. Users tell us they feel supported 24/7 without waiting for email responses.