75% fewer
Tier 1 escalations.
A technology provider's support reps needed answers while customers waited on the phone. IgniteIQ brought documentation and expert knowledge into one support experience, then worked with the team on adoption and continuous improvement.
- Rep question
- Documentation
- Guidance
- Rep decision
Diagnostic path
- Find the relevant product guidance
- Review the suggested diagnostic steps
- Check the source before acting
Knowledge sources
Reported results from this engagement, rather than a forecast for other deployments.
- Support staff using the assistant
- 200+
- Agent conversations per week
- 1,000+
- Continuous production use
- Over a year
Knowledge existed.
Finding it took too long.
Product knowledge lived across disconnected internal sources. During a live call, reps searched documentation covering both legacy and modern products. When they got stuck, they asked coaches and senior experts.
Many escalations were routine questions the documentation already answered. That left experts less time to improve the knowledge itself. Adoption mattered just as much as retrieval: reps needed to understand the assistant's limits and trust it enough to use it during a customer conversation.
A reviewed knowledge loop
- Expert-written content
- Human review
- Shared knowledge
Approved help content enters the same knowledge base the assistant draws on. Monthly usage and help-request reviews guide the next improvements.
Guidance during the call.
The rep stays in control.
- One support experience searches documentation and expert knowledge across product families.
- An initial pipeline loads manuals and guides; an ongoing pipeline keeps knowledge current as products and procedures change.
- Real support questions were used to validate answer quality before scaling.
- Monthly tracking of usage and help-request volume and complexity guides tuning.
Built into the team's
way of working.
- Train reps to work alongside the assistant, including documented caveats and limitations.
- Communicate before and throughout the rollout.
- Give reps a feedback channel to flag issues and shape improvements.
- Recruit power users during acceptance testing as internal champions.
A pilot that became daily practice.
01 · Six weeks
Working pilot
A support assistant tested on the team's material and real questions.
02 · Three months
Full production rollout
Rollout and training prepared the wider support organization.
03 · Over a year
Continuous production
Sustained use, knowledge updates and expansion across agents and product lines.
Less escalation.
More time to improve the knowledge.
Tier 1 case escalations fell 75%. Reps receive diagnostic guidance during calls, reducing manual search and routine requests to coaches. Experts now spend more time writing help content that feeds the shared knowledge base.
The assistant handles more than 1,000 conversations a week. Daily use has continued beyond launch, and the engagement has expanded from a single agent on one product line to multiple agents and product lines.
How answer quality was compared
In a blind head-to-head on 20 real support questions, this assistant won 19 against a custom-built assistant on a leading general-purpose AI model. This was a comparison for this engagement, not a general accuracy benchmark.
Put your support knowledge to work.
Let's scope a pilot around your documentation, your team's workflow and an agreed baseline.