Tier-1 support that never sleeps.

How Relay Cloud gave every customer an instant, cited answer — and gave its engineers their nights back.

SaaS

Knowledge agent

Support agent

Client

Relay Cloud

Industry

SaaS

Team

220 people

Build

12 days

Sheet

C-05

FIG. C-05 — Relay Cloud, Frankfurt region

Scale 1 : 1

Survey — The problem

Engineers were answering FAQs at 3 a.m.

Relay’s customers span eleven time zones. Night-time questions woke up engineers on call, most of them already answered in the docs.

Response times slipped, on-call fatigue grew, and real incidents waited behind password resets.

Tickets / week

1,400

Night pages

38 / week

People on it

9 engineers

Blueprint — What we built

One knowledge agent, three exits.

01 · InputChat + email + status page1,400 / week

02 · AgentKnowledge agentSearch · Cite · Answer · Route

03a · OutputCited answerAuto · 63%

03b · OutputTicket updatedAuto · 63%

03c · ReviewOn-call pagedIncident · 37%

0.7 s Avg. decision

01 · InputChat + email + status page1,400 / week

02 · AgentKnowledge agentSearch · Cite · Answer · Route

03a · OutputCited answerAuto · 63%

03b · OutputTicket updatedAuto · 63%

03c · ReviewOn-call pagedIncident · 37%

0.7 s Avg. decision

Result — Measured after 90 days

0/7

tier-1 support coverage

of questions deflected

−0%

night-time pages

“The agent answers with a link to the exact paragraph. Customers trust it, and on-call finally means incidents only.”

Jonas Weber

VP Support, Relay Cloud

Next report

→

Fieldwork Supply — exceptions in minutes.

Let’s draw your
first agent.

Book a free 45-minute survey. You’ll leave with a process map and a costed plan — whether you build with us or not.

Output · 01

Book your free survey

↗

Let’s draw your
first agent.

Book a free 45-minute survey. You’ll leave with a process map and a costed plan — whether you build with us or not.

Output · 01

Book your free survey

↗

Let’s draw your
first agent.

Book a free 45-minute survey. You’ll leave with a process map and a costed plan — whether you build with us or not.

Output · 01

Book your free survey

↗

Let’s draw your
first agent.

Book a free 45-minute survey. You’ll leave with a process map and a costed plan — whether you build with us or not.

Output · 01

Book your free survey

↗

Tier-1 support that never sleeps.

SaaS

220 people

12 days

C-05

Let’s draw yourfirst agent.

Let’s draw yourfirst agent.

Let’s draw yourfirst agent.

Let’s draw yourfirst agent.

Let’s draw your
first agent.

Let’s draw your
first agent.

Let’s draw your
first agent.

Let’s draw your
first agent.