Smart Support: AI Knowledge Base & Ticket Automations

The Challenge

As companies scale, internal support teams maintain more and more systems and processes, then start to receive repeated requests, "How do guests connect to the Wi-Fi?", "what is our expense policy?", "I can't log in.."

These answers are usually written down somewhere, but employees default to dropping messages in Slack or Teams because it's a more natural way of working.

There needs to be a way for people to find solutions, get essential information easily, or triage the request to the right person, without breaking that natural way of working.

How We Did It

We deployed AI-powered knowledge bots directly into the company's support channels in Slack and email. The setup is simple and designed in a way that's easy to maintain after we handed it over.

Instead of feeding the AI generic data from the internet, we connected it directly into the company's internal knowledge base and wiki. When someone posts a question in a support channel, the bot picks it up, searches internal documentation, and gives and immediate answer in a threaded reply.

Crucially, we built rules so that if the AI's can't answer the question or solve the issue (or if the requestor explicitly asks for help), the bot will triage the request. The AI will create a ticket in the relevant support platform, populated with the context of the conversation, and route it to team's queue, automatically tagged by priority.

The Result

By putting the bot into slack and email channels, it required zero behavior change from anyone asking for help.

The impact was immediate and measurable across the organisation. By shifting to an AI-assisted triage model, the company unlocked a ton of efficiencies:

Reduced Ticket Volume: More than 60% of queries are answered instantly by the bot, removing them from the support queue entirely.

Saved Time and Energy: Support teams are freed from sharing repetitive copy-paste answers, allowing them to focus on solving more interesting problems.

Improved Knowledge Base: Because the wiki and process docs are now actually referenced, teams can spot gaps and update them quickly.

The same template was rolled out across all internal departments, including HR, IT, and Legal + Commercial.