SaaS
Tandem
A knowledge agent that answers product questions from the docs and the ticket history.
Result
7 in 10 tickets resolved without a queue
Year
2025
The problem
Tandem’s support team answered the same twenty questions all week while complex tickets waited.
What we built
A knowledge agent grounded in the docs and three years of solved tickets, with confidence checks and a one-click escalation.
Result
Seven in ten tickets now close without a queue, and the team spends its time on the hard ones.
[ More ] Work
