Customer Support AI Assistant

24/7 accurate answers in your tone. RAG assistant for web, WhatsApp, and email that searches your knowledge base, creates tickets, and hands off to human agents when needed.

5 weeks delivery

B2B SaaS

−42% L1 tickets

The Challenge

A B2B SaaS company was experiencing ticket spikes that overwhelmed their support team. Response times were slipping, SLAs were at risk, and customer satisfaction was declining. Their knowledge was scattered across Notion, Confluence, and various Google Docs.

They needed an AI assistant that could provide accurate, consistent answers 24/7 across multiple channels while maintaining their brand voice and knowing when to escalate to human agents.

Spiking

Ticket volume

Slipping

SLA performance

Scattered

Knowledge base

Our Solution

We built an omnichannel RAG assistant that indexes their knowledge base (Notion/Confluence), responds across web widget, WhatsApp, and email, uses guardrails for accuracy, and integrates with Zendesk/Intercom for seamless human hand-offs and ticket creation.

Technology Stack

AI & Backend

pgvector/Weaviate for vector search
OpenAI/Anthropic LLMs
Guardrails/JSON Schema validation
FastAPI for API layer
Zendesk/Intercom API

Frontend & Infrastructure

Next.js widget for web
WhatsApp Business API
Email integration (SMTP/IMAP)
Cloudflare Workers for edge
KB indexing (Notion/Confluence)

RAG Knowledge Search

Semantic search across Notion, Confluence, and documentation to provide accurate, contextual answers from your knowledge base.

Guardrails & Accuracy

JSON Schema validation and guardrails ensure responses stay on-brand, accurate, and within defined boundaries.

Smart Hand-Offs

Intelligent escalation to human agents when confidence is low or complex issues are detected, with full conversation context.

Omnichannel Support

Consistent experience across web widget, WhatsApp Business, and email with centralized conversation management.

The Results

The RAG assistant dramatically reduced support load, improved response times, and boosted customer satisfaction within 5 weeks of deployment.

−42%

L1 Tickets

Handled by AI assistant

+0.6

CSAT Improvement

Higher satisfaction scores

<10s

Initial Response

24/7 availability

"AUTNEX's RAG assistant has been a game-changer for our support team. It handles routine inquiries brilliantly while maintaining our brand voice, and it's smart enough to know when to loop in a human. Our customers love the instant responses, and our team loves not being overwhelmed."

Jessica Martinez

Head of Customer Success, SaaS Platform

The Process

W1-2

KB Indexing & RAG Setup

Indexed knowledge base content, built vector embeddings, and configured RAG pipeline with guardrails.

KB Indexing Vector Embeddings Guardrails Setup

Assistant Development

Built web widget, WhatsApp/email integrations, hand-off logic, and Zendesk/Intercom connectors.

Widget & Channels Hand-Off Logic Helpdesk Integration

W4-5

Testing & Launch

Pilot with internal team, tuned responses for accuracy and tone, trained support team, and launched to production.

Internal Pilot Response Tuning Production Launch