Website chat that answers from the actual documentation — not generic AI
SaaS company, product-led growth, high volume of pre-sales and onboarding questions via website chat
The situation before
The chat widget on the website was either ignored (no one available) or handled by a sales or support rep who was frequently pulled away from other work. Pre-sales questions were being lost, and onboarding questions were creating unnecessary support load when the answers existed in their documentation.
What was built
An agent that handles inbound chat conversations, grounded in the company's product documentation, knowledge base articles, and a curated FAQ set. For each question, the agent retrieves the most relevant documentation passages and constructs a specific, accurate answer — not a generic response. It distinguishes between pre-sales questions (answered with relevant context and a CTA to book a demo) and support questions (answered with a documentation reference and an escalation path if not resolved). Conversations where the user signals frustration or complexity are handed off to a human in real time.
See it in action
Demo coming soon
A walkthrough of this scenario — how the agent runs, what the output looks like, and how the handoff to your team works. Content to be added before launch.
What changed
Pre-sales chat questions were answered consistently without sales team involvement for the majority of interactions. Onboarding-related support tickets reduced. [Specific deflection rate and demo booking attribution — metric TBD]
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