AI
Support agent & knowledge base
By Davy AGONMA — Freelance web developer & AI integrator
Problem
A support team drowning in the same level-1 questions, SLAs under pressure and an outdated FAQ.
Solution
RAG over internal articles with a human validation queue; generated macros and automatic intent-based routing.
Outcome
−40% level-1 tickets, first response time divided by three, CSAT stable.
Similar projects
Automation & AI: lessons from this kind of project
AI projects here include support agents, CRM enrichment, lead qualification and automated editorial pipelines with human validation. The point isn't to automate at all costs, but to remove repetitive work while keeping traceability and guardrails.
This case details the stack (LLM APIs, n8n orchestration, databases) and the operational outcomes. A useful benchmark if you're assessing an internal automation project.
Written by Davy AGONMA, freelance web developer & ai integrator.