55%
faster first response
B2B SaaS
AI support assistant for a SaaS platform
An LLM-powered support assistant that answers product questions from the company knowledge base, routes complex tickets to humans, and cut average first-response time by more than half.
START A PROJECT
38%
fewer repetitive tickets
24/7
coverage for FAQs
The challenge
- The client’s support team spent most of the day answering the same product questions from documentation and past tickets.
- Response times grew as the customer base expanded, and new agents needed weeks to ramp up.
- Existing chatbot scripts could not handle nuanced product questions or keep up with frequent feature releases.
What we delivered
- We built a retrieval-augmented assistant connected to help center articles, release notes, and curated internal FAQs.
- The bot answers confidently when sources are clear, asks clarifying questions when needed, and escalates to a human with full conversation context.
- Admins can review conversations, flag weak answers, and update the knowledge base without redeploying the product.
- Guardrails limit hallucinations, block unsafe topics, and keep replies aligned with the brand tone.
Tech stack
- Next.js
- Node.js
- OpenAI API
- Vector search
- Zendesk API
