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AI / SaaS

AI Customer Support Platform

Assisted Support & Deflection System

A support platform that answers repeat questions from verified sources, drafts replies for agents, and escalates anything it cannot ground in documentation.

  • Next.js
  • Python
  • Claude
  • PostgreSQL
  • Node.js
Abstract diagram of a support routing system with knowledge retrieval paths

Overview

Project Overview

Support volume was growing faster than the team. Instead of a chatbot that guesses, we built a system that answers only what it can ground in the client's own documentation, cites the source on every reply, and routes everything else to a human with a draft already prepared. Agents review rather than compose, and the knowledge gaps the system finds become a prioritised content backlog.

Services provided

  • AI Agents
  • AI Automation
  • Web Application Development
Client
Confidential — B2B SaaS platform
Industry
SaaS & Technology
Timeline
10 weeks
Year
2025
Platforms
Web application, Email, Embedded widget
Team
3 engineers, 1 delivery lead

Challenge

The Challenge

Around two-thirds of tickets were repeat questions already answered in the documentation, but an earlier chatbot had damaged trust by confidently inventing answers.

  • Ticket volume was rising faster than the team could hire.

  • A previous chatbot produced plausible but wrong answers and had to be withdrawn.

  • Documentation existed but was fragmented across three systems.

  • Leadership required that no customer-facing answer could be unsourced.

Solution

What We Built

We made grounding non-negotiable: if an answer cannot be traced to indexed documentation, the system does not send it.

  • Unified three documentation sources into a single index with freshness tracking.

  • Constrained generation to retrieved content and attached citations to every response.

  • Tuned a confidence threshold against a labelled evaluation set rather than by feel.

  • Made escalation the default for anything uncertain, with a pre-drafted reply for the agent.

  • Turned unanswerable questions into a ranked backlog so the knowledge base improves continuously.

Capabilities

Key Features

What AI Customer Support Platform does in day-to-day use.

  • Grounded answers only

    Replies are generated strictly from indexed documentation, with a citation on every claim.

  • Confidence-gated deflection

    Below a tuned confidence threshold the system escalates rather than guessing.

  • Agent draft assistance

    Escalated conversations arrive with a suggested reply and the relevant sources attached.

  • Knowledge gap detection

    Questions that could not be grounded become a ranked content backlog for the docs team.

  • Tone and policy controls

    Configurable voice, plus hard rules on topics the system must never answer autonomously.

  • Quality review

    Sampled conversations scored for accuracy and helpfulness, tracked over time.

Stack

Technology Stack

The tools this system runs on, grouped by the role they play.

  • Frontend

    • Next.js
    • React
    • TypeScript
    • Tailwind CSS

  • Backend

    • Python
    • FastAPI
    • Node.js

  • AI

    • Claude
    • OpenAI
    • Retrieval-augmented generation

  • Data

    • PostgreSQL
    • pgvector
    • Redis

  • Integrations

    • Email
    • Web widget
    • Webhooks

  • Infrastructure

    • Docker
    • Vercel
    • GitHub Actions

Architecture

How It Works

The path a single request takes through the system, end to end.

    RECEIVE01

    Conversation opens

    Email or widget message enters the platform and is classified.

    RETRIEVE02

    Find sources

    Relevant documentation retrieved from the unified index.

    GROUND03

    Draft with citations

    A response is generated strictly from retrieved content.

    GATE04

    Confidence check

    Above threshold sends automatically; below escalates with the draft.

    LEARN05

    Close the gap

    Ungrounded questions feed the documentation backlog.

Outcome

Results

What changed for the business after launch.

  • 61%

    Tickets resolved without an agent

    Across repeat questions with a grounded, cited answer.

  • 0

    Unsourced customer-facing answers

    Generation is constrained to retrieved documentation.

  • 44%

    Faster agent handling time

    On escalated conversations arriving with a prepared draft.

  • 3 → 1

    Documentation sources unified

    One index with freshness tracking per document.

Interface

A Closer Look

Screens from the delivered system.

  • Support conversation with cited sources
    Every answer carries the documentation it was grounded in.
  • Agent workspace with suggested reply
    Escalations arrive with a draft and the relevant sources.
  • Knowledge gap backlog view
    Unanswerable questions ranked into a content backlog.

More work

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