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Case Study: Support Bots

🎯 Real-World Case Studies⏱ 12 min⭐ 100 BASE XP

Production Customer Support Agent

Customer support is the #1 agent use case. Architecture handling 50,000+ conversations/month.

System Architecture

┌─────────────────────────────────────────┐ 
│        CUSTOMER SUPPORT AGENT           │
├─────────────────────────────────────────┤
│  Router (Haiku) → Intent Classification │
├─────────────────────────────────────────┤
│  │ FAQ (Haiku)   │ Billing (Sonnet)  │  │
│  │ + KB Search   │ + DB Lookup       │  │
│  │               │ + HITL for refunds│  │
├─────────────────────────────────────────┤
│  Sentiment Monitor (every response)     │
│  Auto-escalate if frustration > 0.7     │
└─────────────────────────────────────────┘

Key Metrics After 6 Months

MetricBeforeAfterChange
Response Time4 hours12 seconds-99.9%
Resolution Rate0%72%+72%
Customer Satisfaction3.2/54.1/5+28%
Cost Per Ticket$12$0.35-97%
Monthly API CostN/A$4,200N/A

Architecture Decisions

  • Intent Router (Haiku): $0.001/query, saves 60-80% vs Sonnet for everything.
  • Model by Intent: FAQs use Haiku (cheap). Billing uses Sonnet (reasoning).
  • Sentiment Monitor: Background classifier, auto-escalates frustrated customers.
  • HITL for Refunds: Money actions require human approval — non-negotiable.
💰 Cost Breakdown: 50K conversations/mo: Router $50 | FAQ Agent $500 | Billing $3,000 | Sentiment $650 | Total: ~$4,200/mo vs $600K/yr for human agents.
SYNAPSE VERIFICATION
QUERY 1 // 2
Why use Haiku for intent routing?
Haiku is smarter
Intent classification is simple — Haiku costs 20x less and is fast enough
Sonnet can't classify
Image processing
Watch: 139x Rust Speedup
Case Study: Support Bots | Real-World Case Studies — AI Agents Academy