S
Situation
A Series C SaaS was spending $2.1M/year on outsourced tier-1 support with 34-hour median resolution times and declining CSAT.
— Project N°04 / AI Automation
Atlas Ops Agent
Autonomous ops squad replacing tier-1 support.
N°04 · AI AUTOMATION
- Client
- Series C SaaS
- Year
- 2024
- Duration
- 10 weeks
- Team
- 4 engineers
— STAR breakdown
T
Task
Deploy an autonomous ops agent to resolve 60%+ of tier-1 tickets end-to-end with human handoff on ambiguity.
A
Action
- 01Built a LangGraph-based multi-agent system with tool access to the product's admin API.
- 02Embedded 4 years of ticket history into a vector store with metadata-aware retrieval.
- 03Introduced a confidence-gated escalation policy with human review UI.
R
Result
- 68% of tier-1 tickets resolved without human intervention.
- Median resolution time down to 4 minutes.
- $1.4M annualized savings within 90 days.
— Stack
LangGraphOpenAIVector