An AI assistant for support
How to bring AI into support without taking control of the answer away from the operator.
Context
The support team was answering repeat questions and looking for information in manuals, PDFs and internal policies.
Problem
The quality of an answer depended on the operator’s experience, and new hires took a long time to get up to speed. AI had been discussed, but nobody knew how to introduce it safely.
Approach
Aivex proposed not to replace the operator but to give them prompts drawn from verified sources.
Solution
- prepared the RAG assistant scenario
- connected documents and FAQs as sources
- designed the prompt interface
- added a view of the source behind each answer
- kept the handover of doubtful cases to a person
Result
AI became a tool that speeds support up: the operator gets a prompt faster, sees where it came from and keeps control of the answer.
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