Illustrative scenario. Figures are modelled on typical Omnifys deployments and are not drawn from a named client engagement.
The challenge
A B2B SaaS company with 40,000 users and a 6-person support team saw 64% of tickets covering the same setup, billing and how-to questions. Engineers were pulled into support rotation, response times slipped past SLA on enterprise accounts, and documentation was never quite current.
What Omnifys deployed
- Instant answers grounded in product documentation and past resolutions
- Automatic escalation with full context for genuine bugs
- Documentation gap reporting from unanswered questions
- Enterprise tickets prioritised and routed to named owners
Agents used: Tier-1 Support Deflection Agent, Self-Service Q&A Agent, Service Request Triage Agent.
Results
- 64% — of tickets resolved without human involvement
- 96% — enterprise SLA attainment, up from 71%
- 0 — engineer hours in support rotation
- 87 — documentation gaps identified and closed
Why it worked
The deflection number mattered less than what it freed. Engineers returned to the roadmap and enterprise response times recovered within a month.
Explore this for your business
Every Omnifys agent routes tasks across 15+ leading LLMs, integrates through n8n, Zapier and 300+ connectors, and ships with monitoring, audit trails and human-approval steps you control. Typical deployment runs two to six weeks from discovery to production. Book a free 30-minute consultation to map the highest-impact automation for your team.