AI Customer Support Chatbot

The challenge

A large share of support volume was the same handful of questions about pricing, shipping, and account access. Agents were answering them by hand while more complex issues waited in the queue.

The approach

How the project moved from problem to working system.

1. 01

   Audit the tickets

   Analyse historical conversations to identify the questions worth automating.

2. 02

   Build the knowledge base

   Assemble approved, up-to-date answers as the only source the bot can draw from.

3. 03

   Design escalation

   Define exactly when the bot hands off to a human and what context it passes along.

4. 04

   Integrate

   Embed the chatbot on the site and connect it to the existing support tooling.

5. 05

   Review and improve

   Monitor unanswered questions and expand the knowledge base over time.

Tech stack

• OpenAI
• Knowledge base
• Live handoff

The result

Routine questions are resolved instantly without a human touching them, while anything complex reaches an agent with the conversation history attached. The support team now spends its time on the cases that actually need people.