AI Support Co-Pilot

The Challenge

A rapidly scaling SaaS company was drowning in support tickets. Their product was complex, and new support agents took up to 3 months to become fully proficient.

Senior engineers were spending 20% of their time answering repetitive questions from junior support staff, slowing down product development.

The Solution

We built an internal AI "Co-Pilot" for the support team using a RAG architecture.

• Knowledge Ingestion: We scraped and indexed all internal Notion docs, Slack threads, and public help center articles into a vector database (Pinecone).
• Context-Aware Search: When an agent asks a question, the system retrieves the most relevant docs and uses GPT-4 to synthesize a precise answer.
• Slack Integration: Agents can query the bot directly from their support channels without switching context.

The Result

Average ticket handling time for complex technical queries dropped from 45 minutes to under 5 minutes. New hire ramp-up time was cut in half.