The challenge
Documentation existed but search was keyword-based and imprecise, so customers defaulted to emailing support even for questions with a clear written answer.
The approach
Implemented a retrieval-augmented generation assistant over the existing documentation, integrated directly into the product's help panel, with a clear handoff to a human for anything outside its confidence.
The outcome
A meaningful share of support questions were resolved directly in the help panel, freeing the support team to focus on issues that actually needed a person.