AI Assistant for Technical Support Specialists

About Product

Functionality

  • 01
    Interactive Chatbot: Smooth, real-time dialog with the AI
  • 02
    Knowledge Base Integration: Seamless connection to Jira and Confluence
  • 03
    Session Management: Support for multiple parallel chat threads, archiving, and export capabilities
  • 04
    Role-Based Access Control: Flexible user role and permission management
  • 05
    User Onboarding: Built-in usage scenarios, guidelines, and interactive FAQs
01 Interactive Chatbot: Smooth, real-time dialog with the AI
02 Knowledge Base Integration: Seamless connection to Jira and Confluence
03 Session Management: Support for multiple parallel chat threads, archiving, and export capabilities
04 Role-Based Access Control: Flexible user role and permission management
05 User Onboarding: Built-in usage scenarios, guidelines, and interactive FAQs
Interactive Chatbot: Smooth, real-time dialog with the AI
Knowledge Base Integration: Seamless connection to Jira and Confluence
Session Management: Support for multiple parallel chat threads, archiving, and export capabilities
Role-Based Access Control: Flexible user role and permission management
User Onboarding: Built-in usage scenarios, guidelines, and interactive FAQs
Project Goals

The existing support request handling process within the company suffered from several inefficiencies:

  1. Manual Search. Upon receiving a complex customer query, support specialists spent up to 1–2 hours communicating with tech leads and subject-matter experts just to locate the correct information and identify the person responsible for the resolution.
  2. Wasted Time. Approximately 15% of working hours for both support engineers and developers was spent on internal administrative communication and locating technical documentation rather than actually solving user issues.

We were tasked with building a unified, LLM-based intelligent system capable of:

  • Aggregating data from Confluence and Jira without sending sensitive data to the cloud (a critical requirement for security compliance).
  • Instantly generating accurate answers to technical questions without manual searching.
  • Streamlining and optimizing the entire user support workflow.
Solution

Drawing on our extensive experience in building AI-powered enterprise tools, we designed and deployed an on-premise RAG (Retrieval-Augmented Generation) system. This approach allowed us to rapidly launch a pilot solution for live A/B testing with real customer queries.

Since internal data security was the client’s absolute priority, using cloud-based AI APIs was out of the question. We configured the entire infrastructure on-premise, directly on the client’s local servers. While this added technical complexity, it guaranteed complete data privacy.

For this local deployment, our team thoroughly analyzed and benchmarked several open-source LLMs. We selected the most stable model meeting all requirements. Our primary criteria included the model’s capacity to handle large volumes of data without losing context (long-context window support), and its speed in retrieving and generating precise, readable answers.

We successfully deployed a robust, enterprise-ready tool on the client’s existing, relatively modest hardware. This optimized architecture demonstrates that even middle-market businesses can implement powerful LLM solutions while keeping infrastructure and maintenance costs low.

Results

The client received a highly efficient, secure, and cost-effective on-premise RAG system tailored to their specific resource constraints. The client’s team was extremely pleased with the results, successfully validating their internal hypotheses during the pilot phase.

The company now plans to scale the assistant to all tech support specialists, which is projected to save up to 15% of employees’ working hours.

About
Development

Alt 3 people

TEAM
Alt 2 weeks

WORK DURATION

Technologies used

Alt AI/ onyx
Alt AI/ qwen

Interface

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