Client Challenge
Where they were stuck
- Support teams are overwhelmed by repetitive Tier-1 questions.
- Response SLAs slip during peaks and after hours.
- Knowledge base articles are underused because customers won't search.
Case Studies
SaaS / ServicesAI AutomationDemo Project
AI Customer Support Chatbot
A tireless first responder that resolves 70% of tickets before a human sees them.
Industry
SaaS / Services
Category
AI Automation
Timeline
4 weeks (demo build)
Services
4 disciplines
Project Overview
The engagement
A drop-in AI support agent trained on the company's own help centre, product docs and past tickets — with clean human handover for anything it can't resolve.
Our Solution
What we built
- Retrieval-augmented chatbot grounded in the client's actual content.
- Confidence scoring with automatic human handover.
- Multichannel deployment — web, WhatsApp, in-app.
- Weekly gap reports on questions the bot couldn't answer.
Development Process
How the work unfolded
01
Discovery
Framed the problem, mapped the workflow and defined success from day one.
02
Blueprint
Sketched the architecture, data model and user journeys end to end.
03
Build
Shipped in weekly increments with production-quality code from the first commit.
04
Launch
Migrated data, trained the team and cut over with a safety net in place.
05
Optimise
Measured, tuned and hardened until the system felt effortless to run.
Technology Stack
OpenAILangChainPineconeNext.jsZendesk API
Services Provided
AI ChatbotKnowledge BaseIntegrationsAnalytics
Key Features
What shipped
- Grounded answers with source citations
- Multi-language support
- Ticket creation and CRM sync
- Sentiment-aware escalation
- Admin dashboard with resolution analytics
Before vs After
The shift
Before
Every ticket hits a human
After
70% resolved by AI, cleanly
Before
Slow after-hours responses
After
Instant, accurate, 24/7
Before
Static help centre
After
Continuously improving knowledge loop
Results
The outcome they feel every day
Deflection at scale
Support headcount stops scaling linearly with customer growth.
Happier customers
Answers arrive in seconds, at any hour, in any language.
Sharper docs
Gap reports quietly upgrade the knowledge base every week.
"The demo alone convinced us AI support isn't a gimmick — it's an operational upgrade."
INTILEQ AI Lab
Demo build
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