SupportRouter was born from firsthand experience with the challenges of scaling customer support. Our founders spent years managing support teams at fast-growing SaaS companies, where they witnessed the same problems repeatedly:
The Morning Chaos
Every morning started with hundreds of unassigned tickets, requiring 1-2 hours of manual sorting and routing by team leads.
The Knowledge Problem
Agents spent more time searching for information than actually helping customers, even when the answers existed somewhere in the knowledge base.
The Consistency Challenge
Different agents gave different answers to the same questions, creating confusion and eroding customer trust.
In 2024, we realized that recent breakthroughs in AI technology - particularly in natural language understanding and retrieval-augmented generation - could finally solve these problems. We left our jobs to build SupportRouter, and by early 2025, we had our first customers.
Today, SupportRouter helps support teams across the globe route thousands of tickets daily, generate millions of draft responses, and maintain consistently high quality scores. But we're just getting started.