SaaS
Livehandbook
Internal support platform grounded in product documentation and ticket history - resolving tier-1 queries automatically while routing complex issues to the right team.
Support ops platform with AI-powered tier-1 deflection
Build console
Challenge, solution, telemetry
build_console
livehandbook · shipped
challenge
Support leads spent 3-4 hours weekly answering repeat questions. Documentation existed but was hard to search. Response times slipped as the user base grew.
solution
Deployed a RAG-powered assistant with hybrid search across docs and resolved tickets, citation-backed answers, and handoff workflows to human agents when confidence was low.
what we shipped
- RAG over product docs and resolved ticket history
- Citation-backed answers with low-confidence human handoff
- Hybrid search tuned for support ops, not generic chat
- About 80% tier-1 deflection with 3-4 hours returned weekly
telemetry
80%
Tier-1 deflection
3-4 hrs/week
Time saved
stack
Interactive proof
Before / after and KPIs
Repeat ticket drag
Support leads spent 3-4 hours weekly answering repeat questions. Documentation existed but was hard to search. Response times slipped as the user base grew.
0%
Tier-1 deflection
0-hrs/week
Time saved
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