Role-Based AI FAQ System: Right Answer for Every User, Instantly

Preview description: We built a modular, AI-assisted FAQ platform where the LLM acts as an intelligent query router to a centralized knowledge base, reducing support workload by 40%–70% and providing public, investors, partners, and employees with accurate information.

Problem The client is a manufacturer of advanced multifunctional materials. He wanted to ensure all interested users had access to relevant information quickly, reliably, and without placing an extra burden on the company’s experts. A conversational interface was required to enable users to ask questions in natural language and receive responses while keeping AI behavior controlled and transparent. 

Solution We designed a standalone OpenAI-powered FAQ module with a controlled-response engine that generates answers based on predefined information, taking roles and permissions into account. As it is separated from the client’s Vercel-based website, the integration takes place via an iframe, while account management and access level assignment are handled within Vercel CMS. 

When a user asks a question, the system filters the query based on the identified role (public, investor, partner, or employee) to eliminate data leakage. Then it applies the vector search to deliver an answer that is stored in the admin panel. The system also ensures that each response is accompanied by documents and links to Vercel pages based on available tags. 

Results The FAQ system reduces the average time needed to find information from 10–15 minutes to under 30 seconds through conversational search and centralized knowledge management. The support workload decreased by 40%–70%. Onboarding time for employees, partners, and investors decreases by 50–80% while the system grants instant access to structured answers. 

Tech stack:

- OpenAI API for query understanding - VectorDB (pgvector) database for semantic question matching - PostgreSQL as a structured database for storing FAQs, tags, roles, and permissions - Python/FastAPI for backend and admin panel development - iframe for secure communication - Vercel CMS Vercel-hosted frontend integration