An AI agent that resolves 80% of customer requests

Overview

The client's team spent a large part of every day answering the same customer questions. Generic chatbot builders couldn't answer accurately enough — they either made things up or replied with canned text that frustrated customers.

The challenge

• Answers had to be accurate and based only on the project's own information
• The bot needed to sound like the brand, not like a generic assistant
• Complex or sensitive requests had to reach a human quickly, with context

What we built

We built a custom AI agent on top of a dedicated knowledge base assembled from the project's documents, FAQs and real conversations. Answers are grounded in that knowledge — if the agent isn't sure, it says so and passes the conversation on.

How we got there

1. Knowledge audit

   Collected and structured everything the team knows: docs, pricing, policies and typical questions.

2. Knowledge & tone

   Set up retrieval over the knowledge base and tuned the agent's personality to the brand's voice.

3. Testing

   Ran the agent against real customer questions and refined answers until they were accurate and on-brand.

4. Launch & handoff

   Went live with a human handoff flow, so tricky conversations reach the team with full context.

Stack

• LLM
• RAG
• Vector search
• Webhooks
• Human handoff

The outcome

// Client details are confidential. Happy to walk you through the project on a call.