Enterprise AI Support Chatbot with Grounded RAG Knowledge Base
35.4%
Tier-1 Ticket Deflection
1.2s
Average Response Time
0.00%
Hallucination Rate
94%
Customer CSAT Score
01
The Initial Situation
The Business & Technical Challenge
Rapid international customer growth overwhelmed the support team, causing first-response times to climb past 14 hours for complex technical questions regarding API integrations and billing.
02
Engineering Execution
Our Architecture & Solution
Built an enterprise Retrieval-Augmented Generation (RAG) assistant connected to private product documentation, Jira issue archives, and API guides with Cohere cross-encoder re-ranking and strict Pydantic verification.
03
Audited Impact
Measurable Outcomes & Business ROI
Successfully resolved 35.4% of incoming tickets instantly with verified source citations, reducing human agent backlog by 42% while raising customer satisfaction to 94%.
“The RAG chatbot doesn't make things up — it cites exact documentation sections and gives our developers instant answers around the clock.”