Skip to content
AI · Customer support

A website assistant that answers only from your own content

A retrieval-grounded support assistant that cites its sources, knows when to escalate, and never invents an answer.

Start a project like this All projects
A website assistant that answers only from your own content
Client
B2B SaaS platform
Industry
SaaS / customer support
Timeline
6 weeks to production
Platforms
Web widget · Embeddable script
Overview

Support was drowning in questions already answered in the documentation. We shipped an embeddable assistant that retrieves from the client's own content, answers with citations, and hands off to a human the moment it is unsure — a distinction most chatbot projects skip, and the reason most of them erode trust.

The challenge

The client had tried an off-the-shelf bot and switched it off within a month: it answered confidently from general knowledge, contradicted the docs, and gave customers no way to reach a person.

  • A large share of tickets repeated questions already documented
  • The previous bot invented product behaviour that did not exist
  • No escalation path meant frustrated customers and worse CSAT
  • Documentation changed weekly and the index went stale
Our approach

How we built it

  1. 01

    Retrieve before you answer

    Site pages, help centre articles and release notes are chunked and embedded. The model only sees retrieved passages, and is instructed to say it does not know when they do not cover the question.

  2. 02

    Cite every claim

    Each answer links the exact source sections it drew from, so customers can verify and support can spot documentation gaps.

  3. 03

    Escalate on low confidence

    Weak retrieval scores, repeated rephrasing or explicit frustration route the conversation to a human with the full transcript attached — no dead ends.

  4. 04

    Keep the index fresh

    A crawler re-indexes changed pages on a schedule and on deploy, so the assistant never answers from last month's docs.

  5. 05

    Close the loop

    An analytics view surfaces the questions that retrieved nothing — a direct backlog of documentation to write.

What we shipped

In the delivered product

One-line embeddable widget, themed to the host site
Answers grounded in site content with inline citations
Confidence-based handoff to human support
Conversation history and transcript export
Unanswered-question analytics for content gaps
Multi-language responses from English source content
The outcome

Results

~60%
Repeat questions deflected
Instant
First response, around the clock
6 weeks
From kickoff to production
100%
Answers carrying a source citation
More work

Other projects

View all projects

Ready to build something people trust?

Book a free consultation. We'll map the highest-impact opportunity for your business — no obligation.

Get a free consultation We're hiring →