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Shaperoom

How we cut community support time by 90% with a custom AI agent.

1

Support time reduction

90%

2

Response time

4 hours → 4 seconds

3

Knowledge base coverage

500+ pages indexed

The Challenge

5,000 members. 1 Community Manager. 15 hours per week lost to repetitive support tickets.

The Solution

We deployed a custom Soria OS agent trained on 500+ wiki pages. The agent lives in Slack, answers questions instantly, and escalates edge cases to the human team.

The Background

Shaperoom is a creative community with over 5,000 members. As the community grew, the support burden became unsustainable — one community manager fielding the same questions dozens of times a day.

What We Built

We deployed a Soria OS agent connected to Shaperoom’s existing knowledge base — 500+ wiki pages covering workflows, tool guides, and community policies. The agent sits in Slack, monitoring support channels and responding to questions in real time.

The pipeline: member asks a question → agent retrieves relevant wiki content → generates a precise answer with source links → posts the response in-thread.

For questions outside the knowledge base, the agent flags them for human review instead of guessing.

The Outcome

Support response time dropped from an average of 4 hours to 4 seconds. The community manager reclaimed 15 hours per week. Member satisfaction improved because answers were instant and accurate.

The agent now handles the majority of support interactions autonomously, with the community manager stepping in only for novel situations.

"Soria's agent handles what used to take me half my week. Our members get instant answers, and I focus on the work that actually matters."

— Shaperoom

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