An AI agent that answers from the docs, and escalates when it should not guess
SaaS / Software · Head of Support
What we built
Problem
Support drowned in repeat questions already answered in the docs, while genuinely hard tickets waited behind them. Canned macros did not help because customers asked in their own words.
Build
A retrieval agent grounded in the product docs, changelog, and past resolved tickets. It answers in the help widget with citations, and hands off to a human the moment confidence drops or the question touches billing or account access. Every answer is logged with the sources it used.
Result
Documented questions get answered by the agent whenever they arrive, so the team spends its day on tickets that need a person. Escalations arrive with the conversation history already attached.
Outcome
Documented questions
Answered by agent
Answers
Cited to source
Uncertain answers
Escalated, not guessed
Stack
- Years building automation
- 6+
- Client reviews (4.9 avg)
- 500+
- Projects delivered
- 650+
Outcomes describe the systems we built and how they changed the work, de-identified for privacy. Named references for your industry are available on request under a mutual NDA.
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