Generative AI
Support Knowledge Copilot
A RAG-powered assistant embedded in a B2B SaaS help desk so customers and support staff get accurate answers from docs, release notes, and past tickets—with escalation when confidence is low.
Challenge
Support volume grew faster than headcount. Agents retyped the same answers, documentation drifted from the product, and new hires took weeks to become productive.
Solution
Vyrenlo indexed knowledge sources with access control, built a retrieval layer with citation snippets, and integrated the copilot into the existing ticket UI. Suggested replies and customer-facing chat share one grounded knowledge base; low-confidence turns route to a human with full context.
Impact
- Repeat questions handled without manual copy-paste from wikis
- New agents onboard faster with in-flow guidance
- Product team sees which docs gaps drive escalations