HVAC ServicesInternal Support
Support team stopped searching Confluence during live calls
AI assistant answers technical questions instantly with traceable sources
70%
Faster response time
95%
Answer accuracy
2 weeks
New hire ramp-up
System Architecture
Before
- ✕Support staff spending 5+ minutes searching docs per call
- ✕Inconsistent answers depending on who picked up
- ✕New hires taking months to get up to speed
- ✕Customers on hold while staff searched manuals
- ✕Knowledge scattered across Confluence, PDFs, and tribal memory
After
- Instant answers with source citations
- Consistent responses across all support staff
- New hires productive from day one
- Average handle time reduced significantly
- All knowledge centralized and searchable
What Was Built
- RAG pipeline with Confluence and PDF ingestion
- Vector database for semantic search
- Source citation with direct links to documentation
- Chat interface integrated into support workflow
- Automatic knowledge base updates on doc changes
- Usage analytics to identify knowledge gaps
- Feedback loop for continuous improvement
Tech Stack
Python
OpenAI
Pinecone
Confluence
Guardrails & Reliability
- Confidence scoring prevents hallucinations
- Human escalation for uncertain queries
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