How Solace Labs split one overworked support agent into three specialists
Solace Labs62%
Fewer setup tickets escalated to a human
3
Specialized agents in production
47%
Reduction in time-to-first-value
5x
Increase in self-serve activation
At a glance
Solace Labs had one support agent trying to answer everything — billing, onboarding, and deep product questions — and it showed in inconsistent answers.
They split the workload across three xFlow agents, each trained on a different slice of their docs, and routed conversations to the right one automatically based on intent.
New users now get walked through setup by an agent trained specifically on onboarding, while billing and advanced product questions go to agents built for exactly that.
“We stopped trying to build one agent that knew everything and started building three that were actually good at their one job. Accuracy went up immediately.”
Jonah Reyes
Head of Growth, Solace Labs
One agent, three jobs, and none of them done well
Solace Labs had a single support agent trying to answer everything at once, billing questions, onboarding steps, and deep product troubleshooting, and it showed. Answers were technically correct but often shallow, because one agent was stretched across three very different kinds of conversations.
"Billing, onboarding, and advanced troubleshooting need different depth and a different tone. One generalist agent trying to do all three ends up doing none of them particularly well," Jonah Reyes, Solace Labs' Head of Growth, said.
Three specialists instead of one generalist
Solace Labs split the workload across three xFlow agents, each trained on a different slice of the documentation, and routed conversations to the right one automatically based on intent. New users now get walked through setup by an agent built specifically for onboarding.
Billing and advanced product questions go to agents built for exactly that, with deeper, narrower knowledge than any single generalist agent could hold at once.
“We stopped trying to build one agent that knew everything and started building three that were actually good at their one job. Accuracy went up immediately.”
Jonah Reyes
Head of Growth, Solace Labs
The results
62% fewer setup tickets escalated to a human. Most onboarding questions now resolve with the dedicated setup agent, without ever reaching a person.
47% reduction in time-to-first-value. New users reach their first real outcome in the product significantly faster with a dedicated onboarding agent.
5x increase in self-serve activation. More users complete setup without ever opening a support ticket.
3 specialized agents in production. Onboarding, billing, and product troubleshooting each get an agent trained specifically for that job.
What’s next
Solace Labs is now testing a fourth specialized agent focused purely on integrations, the other recurring theme showing up in its support volume.
“Don't try to build one agent for everything. Figure out your two or three real conversation types first, and build for those.”
Jonah Reyes
Head of Growth, Solace Labs
About
Solace Labs builds workflow automation tools for remote teams.
Industry
Sales / Product-led SaaS
Size
11-50
Founded
2018
xFlow plan
Custom Build
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