The Problem

Support volume was growing faster than headcount. Agents spent hours answering repeat questions and hunting for context across docs and tickets. Response times were slipping and CSAT was declining.

The Solution

We built an AI support copilot that handles ticket triage, drafts grounded responses from approved knowledge sources, and escalates intelligently when confidence is low.

Implementation

4-week sprint with phased rollout—starting with 10% of tickets, expanding to full volume after validation.

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Why It Worked

• Grounded responses with citations reduced hallucination risk
• Confidence thresholds ensured safe escalation
• Evaluation harness caught regressions before production
• Monitoring dashboard gave visibility into edge cases

The Problem

Onboarding took 3+ weeks because tribal knowledge lived in Slack threads and scattered docs. Senior staff were constantly interrupted with the same questions. Documentation was outdated and hard to find.

The Solution

We built a Slack-integrated knowledge copilot with role-aware permissions, citation-backed answers, and a feedback loop to identify knowledge gaps.

Implementation

6-week engagement including knowledge audit, system build, and team training.

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Why It Worked

• Role-aware permissions kept sensitive info protected
• Citation links built trust with users
• Knowledge gap reports drove documentation improvements
• Feedback loop continuously improved answer quality