AI-powered Assistant

A conversational assistant integrated into an existing support workflow.

LLM integrationVector searchNode.js

Challenge

Support agents were answering the same routine questions repeatedly across tickets and chat, leaving little time for the cases that actually needed human judgment.

Approach

— Audited existing support tickets to identify which queries were genuinely repetitive and safe to automate.
— Built a retrieval layer over the company's own knowledge base so answers stayed grounded in real, current information.
— Designed clear handoff points so the assistant escalates to a human whenever confidence is low.

Solution

A conversational assistant integrated directly into the existing support workflow, answering routine queries from the company's own knowledge base and escalating everything else.

Outcome

Automated resolution for routine, repetitive support queries, with agents freed up for harder cases.

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