AI Assistant for Enhanced Customer Support Efficiency
James Stone
What it is
An AI assistant that answers support questions, drafts replies, and auto-tags tickets using your docs, past tickets, and product data.
Problem it solves
Support teams waste time searching docs and writing repetitive replies, and customers wait too long for answers.
How it works
Ingest docs and past tickets into a searchable knowledge store.
Use RAG to ground responses in approved sources.
Generate suggested replies with confidence indicators and citations.
Key automation
Auto-triage: category, priority, sentiment, and routing.
Auto-draft replies with “approve and send” workflow.
Escalation when confidence is low or policy flags appear.
Tech highlights
RAG, vector search, tool calling, guardrails, audit logs.
Integrations: Zendesk/Freshdesk/Intercom, Slack, email.
What to report as results
Ticket handle time reduction, deflection rate, faster first response time, fewer escalations.
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Posted Feb 15, 2026
AI assistant developed to improve customer support efficiency and response times.
