Client Overview

A mid-sized software company serving thousands of users across different regions. Their customer base was growing, and so was the load on their support team — especially around policy-based queries and documentation access.

As their internal knowledge base expanded, their support reps found it increasingly hard to locate the right answers quickly and consistently.

Challenges

• Scattered Information: Support content was spread across Notion, internal docs, and old PDFs. Reps struggled to find accurate answers during live tickets.
• Inconsistent Replies: Different agents responded differently to similar queries — especially in refund handling, feature explanations, and terms of service.
• Slow Onboarding: New support reps took weeks to learn internal processes and where to find the right policies.
• After-Hours Volume: Most tickets came in during non-working hours, but there weren’t enough reps to handle them.
• Multilingual Users: A portion of the user base didn’t speak English, but the support material and staff were English-only.

Our Solution

We built and deployed a combined L1 Automation + RAG Agent that:

• Indexed and grounded all support documentation, policies, FAQs, and internal workflows
• Allowed reps to ask questions in plain English and get immediate, accurate answers based on internal sources
• Handled after-hours L1 tickets automatically — responding to common issues like account access, billing questions, and policy inquiries
• Offered real-time multilingual support through integrated translation and transcription tools
• Integrated directly into their existing helpdesk platform and internal Slack channels