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The challenge
A growing SaaS team was drowning in repetitive support tickets. Answers existed in their documentation, but customers couldn’t find them and agents spent hours on the same questions.
What we did
We designed and shipped a retrieval-augmented (RAG) assistant integrated directly into the existing help center and agent console:
- Indexed product docs, changelogs, and vetted macros as the knowledge source.
- Added guardrails so the assistant only answers from approved content and escalates when unsure.
- Instrumented every response for evaluation, so quality could be measured and improved.
The outcome
The assistant now deflects about 35% of routine tickets and halves first-response time on the rest. Because answers are grounded in current documentation, trust stayed high and hallucinations stayed low.
Why it worked
Integration mattered more than the model. By meeting customers and agents inside tools they already used — and measuring quality continuously — adoption was immediate.