Project Info
Client
Razor Support Labs, San Francisco, CA
Service
AI-Powered SaaS Platform Development
Industry
Customer Experience, AI/ML, SaaS, Support Automation
Tech Stack
Next.js (React), Node.js, PostgreSQL, OpenAI GPT-4 API, LangChain, Socket.io, AWS (Bedrock, S3, Lambda), Vercel, Twilio, Intercom Integration
The Challenge
Razor Support Labs sought to revolutionize customer service for e-commerce brands but grappled with fragmented tools leading to slow response times, high agent burnout, and inconsistent resolutions. Scaling support for 24/7 global operations required AI that could handle complex queries, integrate with CRMs, and learn from interactions without compromising personalization. They needed an intelligent, scalable platform to reduce costs by 70% while boosting satisfaction.
Our Solution
We engineered Razor AI — a conversational AI customer service platform that autonomously resolves 85% of inquiries via chat, voice, and email. Built with Next.js for a dynamic dashboard and LangChain for advanced NLP, it deploys customizable bots trained on brand-specific data, with seamless handoffs to human agents when needed.
Multi-channel support (chat, email, voice, SMS)- Context-aware AI with memory & sentiment analysis
- Automated ticketing, escalation, & resolution workflows
- CRM integrations (Zendesk, Salesforce, HubSpot)
- Real-time analytics & performance dashboards
- Custom knowledge base training & A/B testing
- Secure data handling with GDPR/HIPAA compliance
- Agent assist tools with AI-suggested responses
The Solution in Action
Razor AI engages customers instantly with natural conversations, pulling from integrated data sources to resolve issues like refunds or troubleshooting in under 2 minutes. Agents focus on high-value escalations, while admins monitor AI performance via intuitive dashboards.
85% of queries resolved without human intervention
Average response time: 12 seconds
Handles 10K+ concurrent conversations
99.5% uptime with auto-scaling
Business Impact
Deployed across 50+ e-commerce clients, Razor AI delivered rapid ROI through efficiency gains and improved CX.
68% reduction in support operating costs
CSAT score improved from 72% to 93%
35% increase in customer retention
$12M annual savings for enterprise clients
Conclusion
Razor AI redefined customer service by blending cutting-edge AI with human-like empathy, enabling brands to scale support without sacrificing quality. This project highlights our prowess in AI-driven SaaS, from NLP orchestration to secure integrations, creating tools that not only automate but elevate the customer journey.
Advanced NLP Engine
LangChain-powered chains for contextual understanding and multi-turn dialogues.
Real-Time Insights
Customizable analytics to optimize bot performance and agent productivity.
Enterprise-Grade Security
SOC 2 compliant, with encrypted data flows and audit-ready logging.