The client needed a fully customized chatbot connected to their user portal, capable of routing support conversations intelligently. They wanted a mix of AI-assisted responses, structured knowledge base guidance, and internal routing to the right support team members when human intervention was required.

We reviewed their existing knowledge base and applied a new schema to improve clarity, searchability, and content structure. Working with the support team, we created a detailed routing matrix outlining which questions should lead to knowledge-base answers and which required escalation to a human agent. This document became the foundation for conversation paths, ticket categories, and support workflows.

> Finalized a comprehensive routing document for all support paths
> Refined and rebuilt the knowledge-base schema
> Built a 55+ step custom chatbot
> Developed ticket-based workflows
> Added custom tags, properties, and attributes
> Connected the chatbot with the user portal

The client gained a fully connected support system where users receive accurate answers instantly and support agents only handle tickets that truly require human expertise. Ticket categorization improved, response times dropped, and the support team now works from a cleaner, more organized pipeline.

The chatbot reduced repetitive inquiries, strengthened user self-service, and created a scalable foundation the team can expand as their SaaS platform grows.