Nimbus · B2B SaaS · DevTools

Nimbus — AI-powered support cut response time by 73%

How AdVertex shipped a RAG-based AI assistant for Nimbus that handles 68% of L1 support tickets autonomously and lifted CSAT from 7.4 to 8.9.

Abstract AI neural network visualisation

Published 28 April 2026

Nimbus support was drowning in repetitive tickets. We built a RAG-powered assistant on top of their docs, ticket history, and knowledge base — wired into their existing helpdesk so handoffs to humans stay clean. Six weeks in: 68% of L1 tickets resolved without a human, average first response down from 5h 12m to 1h 24m, and CSAT up 1.5 points.

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