Scaling Customer Support with an AI Chatbot for a Cybersecurity SaaS Platform

About the Client

SentinelSecure is a Boston-based B2B SaaS company that provides cybersecurity tools for mid-sized enterprises across North America. With over 1,200 clients and a growing user base, they offer a robust cloud-based platform to detect, prevent, and respond to threats in real-time.

The Challenge

SentinelSecure’s support team was flooded with repetitive onboarding and troubleshooting queries, many of which were urgent but simple. Their live chat agents were overwhelmed, leading to long wait times, missed SLAs, and frustrated users, especially during new customer onboarding phases.

• Support ticket backlog growing by 22% every month

• 60% of chat queries were common, repetitive issues

• Live agents under constant pressure

• Onboarding success rate dropping due to lack of real-time help

The Solution

Machine developed a custom-trained AI chatbot that could accurately handle Tier 1 support queries, walk users through common onboarding steps, and escalate complex cases to live agents via Slack integration. This was paired with backend workflow automation for ticket triage and onboarding progress tracking.

• AI chatbot embedded in app & website, trained on help docs and historical chat logs

• Automated response flows for common issues (e.g., API token setup, SSO configuration)

• Smart escalation to human agents with full context

• Daily onboarding check-ins sent via chatbot

• Integrated with HubSpot and Zendesk for lead enrichment + support ticketing

This created a 24/7 support layer that scaled with their growth, without requiring new hires.

Key Results

• 62% of all support queries handled by the AI chatbot

• 33% drop in ticket backlog within the first month

• 2.5x faster onboarding for new customers

• Average chat response time dropped from 12 min → under 2 min

• Support agents freed up to focus on complex, high-value clients

Why It Worked

Machine’s solution addressed the exact pain point: volume. By training a chatbot on SentinelSecure’s unique domain and pairing it with intelligent workflows, repetitive queries were eliminated from the human queue, freeing up time, improving SLAs, and creating a better experience for users and agents alike.