Subscription software provider
AI assistant for first-line customer support
Grounding an AI assistant in the company's own documentation so it answers accurately and escalates cleanly.
The challenge
A support team was answering the same product questions repeatedly, leaving little time for complex cases. Generic chatbots had been rejected earlier because they invented answers.
What we did
- 01Documentation, help articles and past tickets consolidated into a governed knowledge source
- 02Retrieval-grounded assistant built so every answer cites the underlying source
- 03Explicit escalation rules and a clean hand-off to a human with full context
- 04Human review loop for low-confidence answers and gaps in documentation
The outcome
Routine enquiries are resolved without a human touch, complex tickets arrive with context already gathered, and answer quality is measurable rather than assumed.
Facing something similar?
If any part of this sounds like your environment, a short scoping conversation will tell you quickly whether the same approach applies.