Service AI Engineering
We build chatbots that retrieve from your real docs, escalate to humans cleanly, and never invent answers. Your customers get help. Your team gets back the questions that actually need them.
Why this matters
A bot that answers wrong with confidence is worse than no bot at all. Customers who learn your bot lies stop trusting your brand. We build chatbots that retrieve from your real documentation, admit when they do not have a confident answer, and hand off to humans with the full context. Honest bots earn trust. Trusted bots get used.
Try the bot
A live intent classifier with five trained intents and a fallback. Type your own message or pick one of the example chips. You will see which intent matched, the confidence scores for the top three candidates, and the response that branch would send.
I can look up your order in seconds. Share your order number or the email you used at checkout and I will pull it up.
What we build
Real retrieval over your real docs. Clean escalation. Honest about its limits. Multi-channel from one core. The kind of bot that improves CSAT, not the kind that tanks it.
01
The bot answers from your actual docs, knowledge base, and product specs. Not from generic training data, not from vibes. If your docs say something, the bot says it. If they do not, the bot does not invent.
Answers grounded in your sources, and an honest admission when they are not.
02
When the bot hits its limits, the handoff includes the full conversation, the intent classification, and the retrieved sources. Your human agent picks up where the bot left off, not from zero.
Customer repeat-the-question rate drops to near zero.
03
No confident wrong answers. When retrieval fails or confidence drops, the bot says so and escalates. Your customers learn the bot is honest, which makes them trust it.
CSAT on bot interactions matches human-only baseline.
04
Same bot ships to website widget, Intercom, Crisp, Slack, WhatsApp, and SMS. One conversation logic, one source of truth, six channels. Your team maintains one thing.
New channel ships in under a week.
05
Per-conversation cost cap, per-tenant rate limits, prompt caching. Production cost typically under five cents per resolved conversation. No surprise bills at end of month.
Cost per resolved conversation under five cents.
06
Per-intent resolution rate, escalation reasons, top unanswered questions, retrieval source attribution. Your support lead can see what the bot does and what to fix.
Weekly review takes 30 minutes, not 3 hours.
<2%
hallucination rate target across our production chatbot deployments
Checked against a held-out evaluation set that ships with the build, so you can re-run it yourself after any prompt change.
The retrieval layer
Embedding-based search across your knowledge base, with confidence thresholds and tenant filtering. The bot never answers from training data when your docs do not back it up.
// rag/retrieve.ts
import { embed } from './embedder';
import { vectordb } from './storage';
export async function retrieve(query: string, opts: RetrieveOpts) {
const embedding = await embed(query);
const results = await vectordb.search({
vector: embedding,
topK: opts.topK,
filter: { tenant: opts.tenant, doc_type: { $in: opts.allowedTypes } },
});
return results
.filter((r) => r.score >= opts.threshold)
.map((r) => ({
content: r.metadata.content,
source: r.metadata.url,
title: r.metadata.title,
lastUpdated: r.metadata.updated_at,
}));
}
Process
01
Two weeks. We audit your existing support volume, identify the questions worth automating, ingest your docs into the retrieval index, and design the escalation rules.
Fixed scope, fixed price.
02
Three to five weeks. Bot ships behind a feature flag on a single channel first. Retrieval, escalation, and analytics from day one. Your support team can shadow real conversations.
Real conversations in week three.
03
Two weeks. Canary rollout, weekly tuning sessions with your support lead, multi-channel rollout once the bar is hit. Handoff includes the maintenance runbook.
Your team owns the bot at the end.
What it costs
A bot over your public documentation and one that answers about a customer's own account are the same sentence and very different projects. Here is what moves the number.
What moves the number
Small, well-defined work is usually better handled as an hourly block than scoped as a project, and we will say so rather than inflate it into one.
Rough idea to delivery
Quick enquiry
Tell us where your answers live today and what the top repeated questions are. If it must answer about a customer's own account rather than general questions, say so.
Prefer the full form? Start a project
Common questions
No, and we will warn you if you ask us to try. The bot handles the questions humans should not be answering for the hundredth time. Humans handle the questions that need judgment. Done right, your team grows into the higher-value work.
Retrieval-first architecture. The bot only answers from your real docs. When confidence drops or retrieval fails, the bot escalates instead of inventing. We measure hallucination rate continuously and target below 2 percent.
Website widget, Intercom, Crisp, Zendesk, Help Scout, Freshdesk, Slack, WhatsApp Business, SMS via Twilio, Discord. We can ship to any channel that has a webhook or API. Same bot, same logic, every channel.
Claude handles 95+ languages natively. We test in the languages your customers actually speak and tune the retrieval source documents per language. The bot detects the language and responds in the same one.
PII filtering before model calls, configurable data residency, conversation retention limits, no training opt-in. Your security team reviews the data flow before launch. We have shipped chatbots that pass HIPAA and GDPR review.
Chatbot work is estimated against scope rather than sold at a list price. A bot over public documentation and one answering about a customer's own account are very different projects, mostly because of what the second one must never get wrong. The section above sets out what moves the number.
Where to go next
Ready to ship a bot your customers will trust?
Discovery call is free. Fixed-price quote within 48 hours. NDA on request.
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