Case Study · Natural Language
A copilot thatactually resolves
We built a retrieval-augmented support assistant grounded in the client’s docs and past tickets — answering accurately, citing sources and handing off cleanly — so 60% of tickets close without an agent, and response times dropped to seconds.
The challenge
Support couldn’t keep up
Ticket volume was climbing faster than the team could hire. Customers waited hours for answers that already existed in the docs, agents burned out on repetitive questions, and off-hours meant no coverage at all.
We built a RAG assistant that retrieves from documentation, past tickets and release notes, answers with citations, and only hands off to a human when confidence is low — with an evaluation harness to keep quality from drifting.
- Instant, accurate, cited answers
- Clean handoff on complex issues
- Agents freed for high-value work
- Round-the-clock coverage
What we built
The solution
RAG Retrieval
RAG RetrievalGrounds every answer in docs, tickets and release notes with citations.
Support Copilot
Support CopilotAnswers customers directly and assists agents inside the helpdesk.
Eval & Guardrails
Eval & GuardrailsAutomated evals and safety checks keep answers accurate and on-brand.
“Gatistavam Softech shipped a production copilot in weeks. It now resolves the majority of our support volume without a human in the loop.”
Sophia Patel · Head of Support