Generative AI Copilots for Customer Operations

Overview

A private equity-backed SaaS company was struggling with customer support overhead. Support tickets were piling up, onboarding was inconsistent, and customer churn was increasing. The PE sponsor wanted to explore Generative AI to improve customer experience while lowering support costs.

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Challenges

• Support teams overwhelmed by repetitive “how-to” questions.
• Inconsistent onboarding processes leading to frustrated customers.
• Limited analytics to understand customer pain points.
• Rising customer acquisition costs made retention more urgent.

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Solution

Valerian designed and deployed a Generative AI operations assistant:

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• AI Support Copilot – Trained on company knowledge base, product docs, and past tickets to answer Tier 1 customer questions.
• Onboarding Guidance – AI-driven walkthroughs customized to customer use cases.
• Analytics Dashboard – Tracked recurring support issues to inform product improvements.
• Human-in-the-Loop Escalation – Ensured smooth handoff for complex tickets, keeping human support focused on higher-value interactions.

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Results

The SaaS portco dramatically improved customer satisfaction while reducing costs. With AI taking on repetitive tasks, support teams could focus on high-touch relationships that mattered most.

For the PE sponsor, this proved that Generative AI wasn’t just hype — it could deliver tangible EBITDA improvements and scalable efficiency gains across multiple portfolio companies.