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Studio project
Support Bot
AI-powered first-line assistant for a SaaS company
Challenge
A SaaS with 10,000 users spent 80% of support time on repetitive questions. A bot was needed that answers accurately, doesn't hallucinate, and escalates complex issues to humans.
Approach
Scenarios and bot responsibility boundaries were defined by the support team. The AI module (RAG via Hubus + Umus) answers strictly from the knowledge base. Natural intelligence lives in escalation design.
Deliverables
- Telegram bot + website widget
- RAG core via Hubus and Umus
- Ticket monitoring dashboard
- CRM integration (HubSpot)
- Operator training and escalation setup
Gallery
Telegram conversation
Operator panel
Stack
Node.js
Bot backend
Hubus
AI routing
Umus
Knowledge base
Telegram API
Delivery channel
Results
75%
Resolved without human
< 3 sec
Response time
−60%
Support workload reduction
