Enterprise RAG for Support Teams
A production RAG platform giving support agents instant, cited answers from internal documentation — cutting resolution time by more than half within six weeks of launch.
The Challenge
Support agents spent an average of 6 minutes per ticket searching across scattered wikis, PDFs and Slack threads for the right answer — often finding an outdated one. Escalations to engineering were frequent and expensive, and customer satisfaction on first-response accuracy was falling behind target. The client's documentation lived across four disconnected systems, each with its own permissions model and update cadence. Any solution needed to respect access control per-agent while still surfacing a single, unified answer.
The Approach
Wiki Scoping & Discovery
Mapped the client's internal wiki structures and identified primary support knowledge gaps.
Structure-Aware Chunking
Parsed documents into hierarchical markdown chunks, preserving tables and section dependencies.
Hybrid Indexing & Deployment
Configured BM25 + Qdrant dense vector search with cross-encoder rerankers.
Outcomes & Impact
Within six weeks of launch, average resolution time dropped by 55%, and every answer surfaced a source link agents could verify in one click — building trust instead of replacing judgment. Escalations to engineering fell by a third, and the support team reported meaningfully higher confidence handling unfamiliar ticket types. The client has since expanded the system to their internal engineering knowledge base and is evaluating a customer-facing version for their help center.
Key Lessons Learned
"The custom search engine built by Botmartz changed how our operations team works. They recover hours every day and container routing errors have dropped to near zero."
Core Technologies
Development Team
Related Cases
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