Work & case studies · SaaS & Technology
RAG-powered support bot for a SaaS company
A support assistant that answers from documentation and past tickets, with confident hand-off to humans.
~55%
of conversations resolved by the assistant
24/7
coverage across time zones
Challenge
A support team in one time zone, customers in five, and documentation nobody read.
What we built
- Retrieval over documentation and anonymised resolved tickets.
- Claude-based assistant inside Intercom, with escalation rules and agent-assist summaries.
- Weekly evaluation runs and a content-gap report showing which questions the docs still cannot answer.
Results
More than half of conversations are resolved without a human, and the content-gap report has become the documentation team's backlog.
Next case study
AI phone receptionist for a multi-site clinic group
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