AI Chatbot for Business
A chatbot that answered from company documentation with cited sources - reducing support tickets by 60%.
The Problem
A SaaS company received hundreds of support tickets per week, most asking the same questions about features, pricing and troubleshooting. The support team was spending 70% of their time on repetitive questions.
Previous chatbot attempts gave generic or incorrect answers because they were not grounded in actual product documentation.
Requirements
- Chatbot that answers from product documentation, FAQ and knowledge base with cited sources.
- Escalation to human support when the bot cannot answer confidently.
- Lead capture for website visitors who ask pre-sales questions.
- Integration with existing help desk for seamless handoff.
- Analytics showing what users ask and where answers are missing.
- Cost controls to keep AI spend predictable.
Architecture
- 01RAG pipeline: document ingestion, chunking, embedding and vector storage in Pinecone.
- 02Claude API for answer generation with retrieval context.
- 03Confidence scoring with configurable escalation threshold.
- 04React widget for website embedding.
- 05Webhook integration with help desk for ticket creation.
- 06Analytics dashboard with question trends and satisfaction metrics.
Results
- Support ticket volume dropped 60% within the first month.
- Average response time went from 4 hours (human) to 3 seconds (AI).
- Customer satisfaction scores improved because answers were faster and more consistent.
- The analytics dashboard revealed the top 20 questions, which led to improved documentation and product fixes.
- Support team now focuses on complex issues instead of repetitive ones.
Frequently Asked Questions
How accurate are the answers?
Over 90% of answers are rated accurate by users, because they are grounded in actual documentation with cited sources.
What happens when the bot does not know?
It escalates to human support with full conversation context, so the user does not have to repeat themselves.
How do you handle document updates?
New documents are automatically ingested and embedded on a schedule, so the chatbot stays current.
Want something similar?
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