Software
A support agent trained on Lumio’s docs and ticket history now answers the easy questions instantly.
62%
Tickets resolved by AI
4×
Faster first response
+12
Point CSAT increase
Client
Lumio
Industry
Software
Services
AI Agents, Training
Timeline
8 weeks
The challenge
Lumio’s support team was growing faster than the product. Half of every queue was password resets, billing questions and how-to requests that already had answers in the docs.
What we built
We built a support agent on top of Lumio’s help center and two years of resolved tickets. It answers in the existing help widget and hands off to a person with full context whenever it is unsure.
A retrieval-based agent grounded in Lumio’s own docs
Clear hand-off rules that the support lead can edit
A weekly review loop to catch weak answers early
The result
The agent resolves 62% of tickets on its own. First response is four times faster, and customer satisfaction went up twelve points.
“
The agent answers the easy questions instantly, so our team has time for the hard ones. Customers noticed the difference before we told them.
Marcus Lindqvist
Head of Support, Lumio
