Blueprint · SaaS
RAG Knowledge Assistant for a B2B SaaS Support Team
A blueprint for a cited, permission-aware assistant that shortens first response time for support agents.
Illustrative scenario. This shows how we would approach the problem. It does not describe a specific client, and the numbers are targets to validate in a pilot.
The situation
A SaaS support team answers from a help centre, internal wikis and old tickets. New agents take months to get fluent, and senior agents get interrupted constantly.
Our approach
- Ingest help docs, wiki pages and resolved tickets, with ticket PII removed
- Use hybrid retrieval with reranking
- Draft replies inside the helpdesk, each with citations
- Capture agent edits as feedback for the golden set
- Launch agent-facing first, customer-facing only after quality is proven
Typical stack
- Hybrid search on PostgreSQL + pgvector
- Reranker
- Claude or GPT by evaluation
- Helpdesk sidebar app
- Langfuse tracing
What we would measure
| Metric | Target approach |
|---|---|
| First response time | Measure baseline, target 30%+ reduction |
| Draft acceptance rate | Track weekly, target above 60% |
| New agent ramp time | Compare cohorts |
The lesson
Agent-assist first is the safer path. Human edits become your best evaluation data, and customer-facing launch stops being a leap of faith.
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