Answers from your own documents, with the source
A support assistant that answers from the help centre, cites the page, and hands over to a person when unsure.
45% of questions answered without a person
The support team answered the same questions every day, and the answers already sat somewhere in 600 pages of help articles, release notes and internal guides. I built an assistant that searches that material, answers in the customer's own language, and cites the exact page it used. When the documents do not hold the answer it says so and passes the ticket to a person with a short summary, rather than guessing. New articles are added to its knowledge as soon as they are published. Result: about 45% of incoming questions answered without a person, and the first reply down from hours to under a minute.
- Client
- B2B software company, Germany
- Role
- Design and build
- Stack
- Python, FastAPI, PostgreSQL with pgvector, Claude, Zendesk integration, a review screen for the team
