Turning support tickets into answers, and cutting resolution time 41%
Halcyon's support team was drowning in tickets. We built a practical AI assistant on their own data, governed and measurable.
- Client
- Halcyon Software
- Timeline
- 12 weeks
- Platforms
- Google Cloud
- Team
- 3 Synabix engineers with Halcyon's support and data teams
What the engagement changed, in numbers.
Each figure is verified with Halcyon Software and cited to its source, so it can be defended, not just quoted.
Where they started.
Halcyon, a fast-growing SaaS company, was adding customers faster than it could hire support. Answers existed across docs, tickets, and code, but nobody could find them quickly, and quality varied by agent.
The stack we worked in
The work, in order.
- 01
We built a retrieval system over Halcyon's own documentation and resolved tickets, with clear guardrails and source citations.
- 02
An assistant drafts answers for agents to review, so a person stays in the loop and quality stays high.
- 03
We instrumented everything: accuracy, deflection, and resolution time, so the value is measured, not assumed.
- 04
The data foundations were cleaned up first, which made the AI reliable rather than a demo.
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Read the case studyLet us write yours.
Tell us where the business hurts, whether that is a climbing cloud bill, a stalled project, or risk you cannot see. We will map a pragmatic next step and a plan you own.
Prefer email? Write to sales@synabix.com. We reply within one business day.