Internal Copilot for Support
Built an AI assistant embedded in the support team's helpdesk, cutting response time by a third.
AI EnablementAutomationProduct Thinking
Problem
Support agents were spending too long searching internal docs to answer routine, repetitive questions.
What I built
A retrieval-augmented assistant embedded directly inside the helpdesk tool agents already used.
My contribution
Built the retrieval pipeline, fine-tuned response quality with agents, and managed the rollout.
Process
Shadowed agents
Found the actual repeated questions costing the most time.
Built retrieval pipeline
Indexed internal docs and tuned relevance against real tickets.
Embedded in existing tool
Shipped inside the helpdesk instead of a separate app agents would ignore.
Outcome
First response time dropped 33%; support team now handles 40% more volume without added headcount.