The Challenge
The client's support team was overwhelmed with repetitive queries, leading to long wait times and inconsistent answers. Knowledge was scattered across dozens of internal documents, wikis, and past tickets.
Our Solution
We built an AI-powered support copilot combining a RAG pipeline over 50,000+ company documents with a real-time agent assist system. The solution integrates with the existing helpdesk (Zendesk), provides cited answers from the knowledge base, and offers analytics dashboards for quality monitoring.
- RAG pipeline with semantic search over company knowledge base
- Real-time agent assist with suggested responses
- Automated ticket classification and routing
- Quality monitoring dashboard with response accuracy metrics
Results
65%
reduction in first-response time
40%
fewer tickets escalated to L2
92%
answer accuracy rate
3 weeks
from workshop to production MVP