The Situation

A Series A SaaS company with a 12-person team was handling all customer support manually. As their user base scaled past 8,000 accounts, inbound ticket volume grew faster than the team could hire. Three people were spending a combined four hours every day responding to the same categories of questions onboarding issues, billing queries, and feature walkthroughs.

The team wasn't failing. They were talented people doing work that didn't require their talent.

The Challenge

The support stack was split across Intercom and Gmail with no unified routing logic. Escalation decisions were made manually. There was no documentation of which response worked best for which query type everything lived in the heads of three people.

Any agent built here needed to learn their tone, respect their escalation rules, and operate across both platforms simultaneously without a single missed handoff.

What We Built

VESSEL Respond was deployed as a unified inbound agent across Intercom and Gmail. It triages every incoming query, classifies it by type and urgency, resolves the 80% it can handle autonomously, and escalates the remaining 20% to the right human with full context attached.

The agent was trained on 6 months of historical responses, tuned to match their brand tone exactly, and stress-tested against 400 edge cases before going live.