Esketchers developed an AI-powered, smarter customer support platform that enables businesses to create and manage knowledge bases and customer support systems. The platform allows businesses to provide self-service support by offering easy access to FAQs, guides, and troubleshooting articles. It also integrates with other customer communication and support management tools, enhancing overall support efficiency. The solution streamlines the process of managing and accessing customer support resources, improving both the business and customer experience.
AI-Powered Platform For Smarter Customer Support
AI-Powered Platform For Smarter Customer Support
Problem
The client came to us with several problems. Their customer support process was slow and inefficient, with long response times and difficulty managing frequently asked questions and common issues. Customers struggled to find the right resources, leading to frustration and repeated support inquiries. The client also faced challenges scaling their support team, resulting in bottlenecks and increased operational costs.
Solution
We designed and built a platform that combines knowledge base management,AI- powered search, self-service support, live chat integration, analytics, and a customizable web widget. Users can resolve common questions instantly while teams keep control over their content and workflows.
Use Cases
Team
Services we offered
Market Specifics
Deliverables
Client Goals
The client wanted to develop a comprehensive AI-powered tool (Widget) that would achieve the following goals:
Provide Efficient Customer Support
Give customers quick access to self-service resources so they can resolve issues independently without relying on direct support.
Time-Saving
Instantly answers FAQs and centralizes support tools so customers get the help they need faster, every time.
Automate Support Processes
Automate responses to common queries and organize knowledge to minimize manual intervention and streamline operations.
Enhance Customer Satisfaction
A user-friendly interface that makes finding answers easier, creating a more seamless and satisfying support experience.
Reduce Operational Costs
Empower users to find answers on their own through search, reducing support dependency and lowering operational costs.
Ensure Scalability
A flexible tool that grows with the business, with an expandable knowledge base and easy third-party integrations.
Centralized Support Management
Consolidate all support content in one platform for easier maintenance, updates, and consistency across resources.
Analytics Dashboard
Track key metrics like widget interactions and contact submission rates to optimize self-service content and improve user experience.
Target audience
SaaS Companies: early and growth-stage
SMBs: reduce support load without extra staff
Support Teams: boost efficiency with self-service
Product Teams: improve UX and engagement
Startups: quick setup, no heavy tech needed
Core Features
The platform serves as a centralized widget that unifies customer support in one hub. It gives users quick access to FAQs, knowledge bases, live chat, and help desk tools without leaving the website.
Centralized Support Hub
Combines FAQs, knowledge bases, live chat, and help desk tools in one widget for instant access.
AI-Powered Search (RAG)
Delivers accurate, context-aware answers in real time using Retrieval-Augmented Generation.
Third-Party Integration
Syncs FAQs, articles, and tickets from HelpScout, Intercom, and Zendesk into one interface.
Customizable Widget
Fully matches site branding with adjustable look, feel, and features.
Custom Content Hosting
Let’s businesses upload and host their own support content. members.
Intelligent Content Suggestions
AI recommends the most relevant resources based on user behavior and queries.
Searchable Help Content
Unified search across all connected resources for faster answers.
Analytics Dashboard
Tracks widget interactions and highlights common queries for improvement.
Responsive Design
Seamless use across desktop, tablet, and mobile.
White-Labeling Option
Allows full branding without platform logos.
Additional features
Contextual Help Delivery
Dynamically displays relevant help content based on the user’s current page or activity.
Feedback Collection
Lets users rate help articles and support experiences to help businesses refine their resources.
Advanced User Permissions
Role-based access control to manage who can edit or view content within the team.
Multilingual Support
Supports multiple languages to serve a diverse, global user base.
User Insights
Tracks widget engagement to identify the most helpful resources and areas for improvement.
Seamless Updates
Auto-syncs with integrated tools to keep help content up to date without manual effort.
Results
BEFORE
✕
Customers struggled to find helpful content
✕
Support teams handled repetitive questions manually
✕
FAQs and guides were scattered across tools
✕
No clear visibility into common customer issues
✕
No clear visibility into common customer issues
AFTER
✓
Centralized support widget for instant help access
✓
AI-powered answers using knowledge base content
✓
Reduced repeated support inquiries
✓
Faster customer issue resolution
✓
Clear analytics on searches, interactions, and content performance
Tech Stack
Front-End
HTML
CSS
JavaScript
jQuery
Back-End
Python
Django
PostgreSQL
Deployment Strategy
AWS
EC2
AWS RDS
AWS Lambda
AWS SQS
AI-Powered Sales Automation for a Corporate Gifting E-Commerce Store
Introduction Problem Goals Features Tech Stack Quality Assurance AI-Powered Sales Automation for a Corporate Gifting E-Commerce Store Esketchers designed and built a fully automated inquiry [...]
AI-Powered SEO & Content Automation Platform
Introduction Problem Goals Features Tech Stack Quality Assurance AI-Powered SEO & Content Automation Platform Esketchers developed an advanced AI-powered platform to streamline and enhance on-page [...]
AI-Powered Fintech Solution For CPA Practice Management
Introduction Problem Goals Features Tech Stack Quality Assurance AI-Powered Fintech Solution For CPA Practice Management Esketchers developed AI-powered fintech solutions for the practice management of [...]
See more projects
Book a consultation with one of our experts now. Book a consultation with one of our experts now.
