We replaced a human support agent with AI at RB2B. Here's exactly what happened.
In September, our AI support agent worked 178 hours. That's the equivalent of one full-time tier 1/2 support person.
Our AI support agent resolved 178 tickets last month. 1,265 tickets total in 2025 so far.
The financial impact: $59,915 saved in 2025 compared to a salaried employee. For each of the last three months we've saved more support hours with AI than human working hours.
Here's the part most companies won't share:
The AI was involved in 81.94% of all support tickets, but our resolution rate dropped to 64.7% in September (from 70.1% in August).
Why the lower resolution rate?
We made a choice: free tier users now only get the AI agent and documentation. No human support. Trialing and paying RB2B customers still get person-to-person help if they ask for it.
What this actually means:
We're a small team. Before this, we were stretched impossibly thin trying to provide white-glove support to everyone — including users who would never pay us a dollar.
Now we're focused.
Our paying customers get better support because we're not context-switching between hundreds of free-tier tickets. Our AI handles the repetitive stuff — login issues, basic questions, documentation lookups.
And yes, a human lost income opportunity because of this decision. That's the reality. We're not going to pretend there's no tradeoff.
Why I'm sharing this:
Because in six months, every SaaS founder will be having this conversation internally. Most will never tell you they had it.
You deserve to know how we're building this company. The good decisions and the hard ones.
