An AI copilot that closes 38% more support tickets at first touch
Helix Pay · AI · Fintech
38%
More tickets closed at first touch
4.1×
ROI vs. previous tooling
11 wk
Delivery timeline
The challenge
Helix Pay's support team was spending over 60% of their day on repetitive, answerable-from-the-docs queries. Ticket volume had grown 3× in 18 months but headcount hadn't kept pace.
Our approach
We built a RAG-powered copilot that surfaces the three most relevant knowledge base articles alongside a drafted reply for every incoming ticket. Agents edit and send — they don't write from scratch.
The outcome
First-touch resolution went from 51% to 70% in the first month. Average handle time dropped by 4 minutes. The support team now handles 40% more volume with the same headcount.
“The draft quality surprised everyone — including me. We thought it would be a time-saver. It turned out to be a capability multiplier.”
— Rachel Kim, Head of CX, Helix Pay