Conversational Search Layer for a SaaS Platform

The Problem

The client's support team was fielding hundreds of repetitive questions per week — mostly about feature discovery, pricing tiers, and onboarding steps. The questions were answerable but the volume was unsustainable.

The Approach

We embedded for two weeks to understand the product surface area, crawl and index the documentation, and build a conversational layer using a retrieval-augmented generation (RAG) architecture. The layer was deployed as a lightweight overlay on their existing product with no backend changes required.