How NovaPay Automated 70% of L1 Support with AI Agents
70% ticket automation rate, response times from hours to seconds, and support team now focuses exclusively on complex issues.
The Story
Context & Challenge
The Problem
NovaPay's support team was overwhelmed with repetitive L1 tickets — password resets, account lookups, and status checks consumed 60% of agent time.
Our Solution
Deployed multi-step AI agents with CRM integration, knowledge base grounding, and human escalation for complex cases. Each agent has scoped permissions and full audit logging.
The Outcome
70% ticket automation rate, response times from hours to seconds, and support team now focuses exclusively on complex issues.
Results
Measurable Impact
70%
Tickets Automated
<5s
Response Time
3 weeks
Time to Deploy
“Their AI agents handle 70% of our L1 support tickets. Response times dropped from hours to seconds, and our team focuses on complex issues.”James Okafor
Head of Customer Success, NovaPay
Tech Stack
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