Tech & SaaS · RAG Systems
RAG support agent for a B2B SaaS
A cited, grounded support agent trained on docs, changelogs and resolved tickets.
The challenge
Support volume grew faster than the team, and the old FAQ bot gave confident but wrong answers.
What we built
A RAG pipeline over docs, changelog and 20k historical tickets with hybrid search, re-ranking, citations and an evaluation suite, embedded in the help desk.
The results
- 61% tickets deflected
- 92% answer accuracy
- −4 hrs first-response time
More work
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