This is the pipeline pointed at a support inbox. A CRM software company's support team was answering the same kinds of customer questions over and over inside Helpwise. I built the pipeline that turns their own past tickets and documentation into a knowledge base, then uses it to draft an answer the moment a new question lands. An agent reviews the draft, edits if needed, and sends. It is the same core job as every build here: take data from one place (a year of tickets and docs) and put it to work in another (a reply, in under a minute).
The problem
The volume was repetitive but not trivial. Around 40 questions came in a day, most of them variations on things the team had already answered somewhere in their ticket history or docs. Finding that prior answer and rewriting it took time, and the knowledge lived in people's heads and old threads instead of anywhere reusable.
What I built
- Knowledge base: I ingested their past tickets and documentation into a structured, reusable knowledge base, maintained through a dashboard.
- AI drafting: when a new question arrives, the system pulls from that knowledge base and drafts a grounded reply.
- Human in the loop: the agent approves or edits the draft inside Helpwise before it goes out. Nothing is sent unreviewed.
The results
Agents now clear their roughly 40 daily questions in under a minute each, because the draft is already there and grounded in the company's own history. The repetitive answers stopped being rewritten from scratch, and a year of support knowledge became a reusable asset instead of buried thread history.
Built with: Helpwise, LLM-based drafting, a custom API and knowledge-base dashboard.
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