Illustrative: B2B SaaS company — agentic support operations

Note: This case study is labelled illustrative. It describes a delivery pattern Tech Corp Asia uses; discuss confidential metrics under NDA.

Problem

An anonymized B2B SaaS support organisation faced rising ticket volume for repetitive account and configuration questions. Knowledge lived in scattered docs; agents lacked safe tools to update CRM fields or pull tenant status without switching systems constantly.

Solution

A production-minded agentic design would combine RAG over approved knowledge, MCP-style tool servers for scoped CRM and billing read actions, and human approval for write operations. Evaluation sets and spend budgets keep quality and cost visible before widening autonomy.

Technology used

• LLM APIs
• Vector retrieval
• MCP tool servers
• CRM APIs
• TypeScript
• Evaluation harness

Implementation process

1. 01. Classify tickets by risk and automation potential
2. 02. Build grounded retrieval and read-only tools first
3. 03. Add write tools behind approval gates
4. 04. Expand autonomy only as task-success metrics hold

Results

• Illustrative: faster first responses on repetitive configuration questions
• Illustrative: reduced context-switching for human agents on routine lookups
• Illustrative: auditable tool calls for compliance review
• Illustrative: clearer separation between safe automation and escalations

Metrics

• Routine ticket handle time (illustrative): −20–35%
• Deflection on approved FAQ intents (illustrative): 15–30%
• Write actions requiring human approve (illustrative): 100% initially

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