AI Support Assistant for a B2B SaaS
A retrieval-grounded support assistant that answers from the product docs and ticket history, with citations and human handover.
The challenge
A growing SaaS company was drowning in repetitive tier-1 support tickets. An off-the-shelf chatbot had already been tried and abandoned: it invented product behaviour that did not exist, which cost the team more trust than it saved in time.
What we did
We indexed the product documentation, changelog, and resolved ticket history into a vector store, and built an assistant that answers only from retrieved passages with a citation on every claim. Confidence thresholds route anything uncertain to a human with the conversation attached. Before launch we ran an evaluation set of real historical questions and tuned retrieval until accuracy cleared the bar the team set.
The outcome
- A large share of tier-1 tickets resolved without a human
- Every answer carries a citation the customer can open
- Uncertain questions escalate cleanly rather than guessing
- Per-conversation cost monitored with hard spend limits
“The difference from the chatbot we tried before is that this one admits when it does not know. That is the reason our support team trusts it.”
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