Demo build / AI automation
Support AssistantAnswers from your own docs, with sources
A support assistant that answers customers from a company's own FAQs and policies, shows the exact sentence each answer came from, and hands over to a person instead of guessing.
- Type
- AI automation · demo build
- My role
- Solo build — product, design and engineering
- Stack
- Next.js · Claude API · Citations · BM25 retrieval
01The challenge
Most support questions are already answered somewhere in a help centre — but customers don't find it, and generic chatbots make things up when the docs run out. This demo runs a fictional Nairobi tour operator, Kijani Trails, to show an assistant that only answers from what the business has actually written.
02What I built
- Retrieval over the help centre, so only the most relevant passages are passed to the model for each question.
- Answers where every claim links to the exact sentence it came from, shown highlighted in a source panel.
- A handover tool the model must use when the docs don't cover a question or a booking needs a person.
- Behaviour checks on every saved reply: did it cite the right passage, and did it hand over when it should?
03Key decisions
The technical calls that mattered — and what they meant for the business.
Sentence-level citations
Each help-centre sentence is passed as its own block, so citations point at one exact sentence, not a whole page — customers and staff can check any answer in a second.
No made-up answers
The assistant isn't allowed to fill gaps from general knowledge. If it can't point to a source, it says so and passes the chat to the team with a summary.
Update docs, not code
Change a price or policy in the help centre and the next answer uses it. There's no retraining and no prompt to rewrite.
A demo that costs nothing to host
Visitors pick suggested questions — including two the docs don't cover — and see replies saved from a real run, so there's no API key on the public site.