SaaS company · 2026

Conversational AI Support Agent

An LLM-powered support agent that resolves customer questions from product knowledge, with guardrails and human handoff.

Client

SaaS company

Role

Project Manager

Timeline

Feb 2026 – Jun 2026

Domain

AI / Customer Support

Approach

Agile

Team size

5–9

Budget

Up to $250K

Objective

Deliver a conversational AI agent that answers customer questions from product documentation and support content, with safe fallbacks and human handoff.

What I did

• ▸ Defined scope, success metrics, and guardrail requirements with stakeholders
• ▸ Coordinated retrieval pipeline, prompt design, and evaluation with the AI team
• ▸ Planned sprints and tracked delivery in the issue tracker
• ▸ Set up human-in-the-loop handoff and escalation flows
• ▸ Ran evaluation cycles for accuracy, safety, and tone
• ▸ Coordinated integration with the existing support platform

Key deliverables

• ▸ Conversational agent
• ▸ Retrieval + prompt pipeline
• ▸ Guardrails & handoff flow
• ▸ Evaluation dataset & metrics
• ▸ Support-platform integration
• ▸ Live deployment

Outcome

Deployed an assistant that handled common questions and routed complex cases to agents, reducing response times.