Case Study: How Sauce Labs Uses Wayfound to Ensure a High-Performing AI Agent Support Experience
The demand for flawless software applications has never been higher, making ongoing, high-quality testing an essential part of the development lifecycle. Sauce Labs is the continuous AI-driven quality platform that the world's largest and most innovative companies trust daily to enhance and maintain their software quality.
About Sauce Labs: Sauce Labs is the leading platform for continuous quality, trusted by the world's top enterprises – like Walmart, Bank of America, and Indeed. More than 8 billion tests have been run on the Sauce Labs platform, and over 300,000 users depend on Sauce Labs to help them quickly deliver the highest quality software experiences. Their unified platform powers continuous quality across the software development lifecycle (SDLC), using AI-driven analytics to identify key quality signals from development through production. With over a decade of expertise and deep roots in the Selenium and Appium open-source communities, Sauce Labs helps teams test on thousands of different devices, browsers, and operating systems – anywhere, any time, and at any scale.
The Challenge: Tackle Rising Customer Support Inquiries while Reducing Cost
The rise of AI-assisted development has accelerated the amount of code creation, so it's never been more challenging for businesses to keep up with quality,” said Shubha Govil, Chief Product Officer at Sauce Labs. “This has heightened the demand for testing across traditional and now agentic workflows, which increases demand for support.”
Their SVP of Revenue Operations & Customer Experience, Suriel Lopez, said: “Our customer support teams are more than problem-solvers — they help customers automate and optimize test suites for large-scale testing. Even when a chatbot was in place, it didn’t go far enough. The first chatbot tool, which was built using a third-party provider, could only return documentation links via search. It was not really helping us increase that ticket deflection rate.”
Before Wayfound, their chatbot Agent’s dashboards showed functional metrics (like deflection rate), but not a detailed view of questions users were asking and where there were unidentified knowledge gaps. Sauce Labs needed a way to very efficiently understand and optimize the AI agent’s performance, track knowledge gaps, and lay a foundation for the future where more AI agents would be added across the business.
Their next move was to migrate from the third-party tool and build their own LLM chatbot internally, using Google’s Dialogflow and Vertex AI. “We wanted something that gave us longer, more detailed answers that could respond to specific queries from the user,” said Afshin Mobramaein, Principal Scientist at Sauce Labs.
The Solution: Wayfound Performance Management for LLM Chatbots
Sauce Labs also wanted to make sure the agent achieved strong business benefit outcomes, so they turned to Wayfound, the first independent platform for managing and optimizing the performance of AI agents. As Mobramaein described: “It was an amazing opportunity for us to get rich, super interpretable, easy-to-share, well-crafted user experience insights around analytics – and that has helped us really track the behavior of our chatbot.”
Within just 30 minutes, the team at Sauce Labs had integrated Wayfound with their support LLM chatbot and began to see immediate gains. Wayfound reads the chatbot's anonymized transcripts and then automates scorecarding, sentiment reports, and alerting on areas that need human attention.
“We can send large amounts of information and get a lot of value out of it really quickly and in a highly human-readable format,” said Mobramaein.
The Outcome: A Better AI Agent Experience for Everyone
In the first month, Sauce Labs recorded 200 agent interactions with a 38.5% engagement rate—nearly double the 20% rate from the prior solution. They were also able to iteratively elevate the customer experience with the LLM support agent.
What’s Next: A Future of Confident AI Agent Scaling
The team at Sauce Labs sees Wayfound not just as a support solution, but as a critical pillar of their broader AI roadmap. For Govil, the opportunity is about unlocking efficiencies at scale.
