At a glance
- Client
- A consumer subscription businessName withheld for confidentiality
- Focus area
- Customer Service
- Service
- Artificial Intelligence
- Scope
- AI assistant, knowledge base and helpdesk integration
The challenge
The support team spent most of its day answering the same questions: order status, billing dates, plan changes and password resets. Queues grew every evening and weekend, and customers with genuinely complex problems waited longest.
Hiring more agents was expensive, and the existing chatbot only matched keywords, so customers often gave up on it and asked for a human anyway.
Our approach
Analyse real conversations
We grouped past tickets by intent to find which questions were repetitive and safe to automate.
Build a trusted knowledge base
Help articles and policies were cleaned up so the assistant answers from approved content only.
Connect to account systems
The assistant can look up orders and billing details securely, so it can answer specific questions, not just general ones.
Hand off gracefully
When a case needs a person, the full conversation passes to an agent so the customer never repeats themselves.
The solution
Customers now get instant answers on the website and in chat at any hour. The assistant understands questions written in everyday language, checks account details where needed and completes common tasks itself.
Complex or sensitive cases are routed to the right agent with context attached, so human time goes where it matters most.
Results
- Instant answers outside office hours
- Answers drawn only from approved help content
- Seamless handover to agents with the full conversation
- Shorter queues for customers who need a person
Technology used
- Large language models
- Retrieval-augmented generation
- Python
- Helpdesk APIs
- Analytics dashboard
Facing a similar challenge?
Tell us what you are working on. We will walk you through how we would approach it, with no obligation.