AI-Powered Customer Support

The Challenge

A SaaS platform was overwhelmed with customer support tickets, with the team spending most of their time answering repetitive questions. Response times were slow (average 6+ hours), customer satisfaction was declining, and the support team couldn't scale with the growing user base. Most tickets were simple how-to questions that could be answered from existing documentation.

Our Approach

We built an intelligent chatbot powered by GPT-4 with retrieval-augmented generation (RAG). The system indexes all product documentation, help articles, and historical support tickets in Pinecone vector database. When a user asks a question, the bot retrieves relevant context and generates accurate, conversational responses. The system includes a human handoff mechanism for complex issues and continuously learns from support agent corrections.

The Outcome

The AI chatbot now handles 75% of tier-1 support tickets autonomously, with an impressive 4.8/5 user satisfaction rating. Average response time dropped from 6 hours to under 30 seconds for AI-handled queries. The support team can now focus on complex issues and proactive customer success. The ROI was positive within 60 days, with ongoing monthly savings of over $15K in support costs.

Deliverables

• AI chatbot with GPT-4 and RAG architecture
• Pinecone vector database integration
• Documentation indexing and update pipeline
• Human handoff and escalation system
• Analytics dashboard for bot performance
• Continuous learning and improvement framework

Technology Stack