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Multilingual AI support agent in production for a Swedish software company, 89% of conversations handled without a ticket
Skippo publishes a boating application used across the Nordic countries. Its customer support saw a strongly seasonal volume, with peaks the team absorbed only with difficulty, and questions asked in five languages. We built the support agent that answers on the front line, along with the admin portal that lets their teams run it without going through us.
A support agent is only worth what it keeps from escalating, so measurement had to be defined before the first line of code. It had to answer in Swedish, Norwegian, Danish, English and Finnish, draw on a knowledge base maintained by the client themselves, and know when to hand over to a human. The real constraint was autonomy: the team had to be able to correct an answer without us.
Where the friction lived before we started.
How we removed the friction.
We delivered three pieces: the conversational interface embedded in the application, a backend backed by a Qdrant vector store, and an admin portal where the teams manage Q&A and the knowledge base. The agent creates a Zendesk ticket when escalation is needed, and points to the right support-portal article when the answer already exists, so escalation stays the exception. Three guided flows cover cancellation, bug reports and subscription questions.
2,539 conversations handled over the two-month measurement window
89.1% of conversations closed without any ticket being opened
2,262 conversations resolved without human involvement, 277 escalated
Four consecutive weeks with no intervention on our side
Five languages covered: Swedish, Norwegian, Danish, English and Finnish
Figures reconciled against the client's own measured indicators
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