AI · 2025
AI Customer Support Platform
A conversational support layer with a grounded knowledge base, multilingual replies and workflow handoffs.
AI Customer Support Platform
Assistant UI Escalation view
The problem
Support answered the same twenty questions endlessly, in several languages, while genuinely complex tickets waited.
The solution
Documents are chunked and embedded into a retrieval layer; the assistant answers only from grounded context, replies in the customer's language, and escalates with a full transcript when confidence drops.
Features
- Conversational AI trained on company knowledge
- Knowledge base ingestion and retrieval
- Multilingual support
- Business workflow handoffs and escalation
- Analytics on resolved vs escalated threads
Lessons learned
Grounding beats fluency. Refusing to answer, gracefully, earned more trust than a confident guess ever did.