Helpmate
A RAG-powered support agent grounded in the client's knowledge base, resolving 80% of tier-1 requests end to end with a clean handoff to a human when confidence drops.
Numbers that moved
The challenge
Helpmate's support team was buried in repetitive tier-1 tickets — password resets, order status, policy questions — leaving little time for the cases that actually needed a human.
Previous chatbot attempts frustrated customers with generic answers that didn't reflect the company's actual policies or data.
Our approach
We built an evaluation set of real historical tickets before writing any agent logic, so we could measure resolution quality from day one.
The agent was scoped tightly to tier-1 categories with explicit escalation rules, rather than attempting to handle everything.
What we built
A retrieval pipeline grounded in the company's live knowledge base and order systems, so every answer cites real, current information.
A confidence-scored handoff routes anything uncertain straight to a human agent with full conversation context attached.
It handles the boring 80% of tickets and knows exactly when to hand off to a human. Genuinely impressive engineering.
What we used
Related work
Want a support agent your customers actually trust?
We scope and ship RAG-based agents with a clean human handoff built in from day one.