AI Customer Support Assistant
Automating 72% of support requests with an intelligent AI assistant
Automated 72% of support requests
Reduced average response time by 91%
Improved customer satisfaction by 34%
Overview
Customer support teams that spend most of their time answering the same ten questions are underutilised and frustrated — and the customers waiting for those answers are equally dissatisfied. We built an AI-powered support assistant that handles the high-volume, repetitive tier of customer inquiries automatically, routes complex cases to human agents with full context, and integrates with the client's existing systems without requiring a platform migration.
The Challenge
Customer service teams were overwhelmed with repetitive inquiries, leading to longer response times and support staff unable to focus on complex, high-value cases.
The Solution
Developed an AI-powered virtual assistant capable of answering common questions, searching the knowledge base semantically, routing complex requests to human agents, and integrating with existing business systems.
How We Approached It
Knowledge Base Preparation
Structured and ingested the client's support documentation into a vector database for semantic search retrieval.
AI Architecture
Built a retrieval-augmented generation pipeline using OpenAI models and the vector store to produce accurate, context-grounded responses.
Routing Logic
Implemented intent classification to route queries the AI cannot handle confidently to human agents with the full conversation context.
Analytics & Tuning
Deployed conversation analytics to identify frequently failed queries and expand the knowledge base iteratively post-launch.
Key Features Built
Results & Impact
Automated 72% of support requests
Reduced average response time by 91%
Improved customer satisfaction by 34%
Technologies
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