HelpDeskPro is a B2B SaaS customer support platform used by 12,000 mid-market companies. It earns revenue through seat-based subscriptions and premium automation add-ons, and competes with Zendesk and Intercom by positioning itself as easier to deploy for lean support teams.
The company has built a new AI feature that drafts suggested replies for support agents based on past tickets and help center content. Engineering believes the model quality is strong, but adoption in beta is inconsistent: only 28% of eligible agents use the suggestions weekly, and several design partners say the feature feels "impressive but not essential." Leadership wants to know whether this technical solution creates real value for end users, the business, or both.
You are the PM responsible for deciding whether to invest further in this feature, reposition it, or narrow the scope. Assume the current beta serves 150 customer accounts, average support handle time is 11 minutes per ticket, and enterprise customers are asking for proof of ROI before upgrading to the paid AI tier.