Support Desk Assistant

An AI-powered technical support platform that creates a dynamic, always-current knowledge base from product documentation, technical bulletins, and support tickets, enabling support staff to instantly access accurate product information through a conversational interface.

The Challenge

First Brands' support team was struggling to keep up with technical queries across thousands of auto parts SKUs, with information spread across multiple systems and frequent product updates making accurate responses difficult.

Our Solution

Built an automated data lake that continuously ingests product documentation, a vector-search based knowledge system, and a conversational AI interface that retrieves and synthesizes relevant technical information in real-time.

Impact & Results

Improved first-contact resolution rate from 65% to 92%, reduced average handle time by 55%, and enabled support team to handle 40% more tickets with the same headcount.