In this episode of The Technical Co-Founder Podcast, Lucas and Luna dive into how a B2B SaaS startup replaced three customer support tiers with a single semantic search layer. The case: a company called SupportAI (fictional) built a vector-search system that routes, resolves, and escalates queries automatically using embeddings. Lucas walks through the architecture: precomputed embeddings for FAQ and documentation, real-time query embedding, cosine similarity scoring, and a confidence threshold that escalates to human agents when similarity drops below 85 percent. Luna presses on the trade-offs: training data requirements, cold-start problems, and how the team handled edge cases like ambiguous queries. The conversation also touches on the operational impact — the startup cut average resolution time from 12 hours to 11 minutes and reduced support headcount by 60 percent. They close with a forward-looking question: if semantic search can handle tier-1 and tier-2 support, what happens to the role of the customer success manager? A focused, technical conversation for engineering founders and CTOs building AI-driven products.