SaaS · Applied AI
A grounded support assistant that scaled without a rewrite.
- SaaS
- Multi-month build
- Senior, founder-led
- New build
The problem
Support volume was growing faster than headcount, and answers had to be correct and cite policy — a raw chatbot was a liability, not a help.
The engineering challenge
Answers grounded in the customer’s own documentation, measurably correct, with a guardrail and a human-in-the-loop path for anything low-confidence — all cheap enough to run at scale.
The solution
We built a retrieval pipeline over the customer’s knowledge base, an evaluation harness scoring every change against a labelled set, guardrails for scope and confidence, and a review queue for escalations. Capacity and cost were modelled up front so a large traffic increase needed no re-architecture.
Architecture
Technology
Chosen for this workload — the load, the team, and the ten-year cost.
The result
- Grounded
- No rewrite
- Faster
Start
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