The Challenge
- Information silos — critical product knowledge is often buried in PDFs, Notion pages, and old Slack threads, making it hard for support staff to find answers quickly
- High response latency — customers wait hours for simple answers that exist in documentation but require human retrieval
- Manual triage — senior engineers spend too much time manually labeling and routing basic tickets to different departments
- Data security — using public AI tools risks leaking sensitive company data or customer PII (Personally Identifiable Information)
