AI
An AI assistant that answers customer questions from the company’s own FAQ knowledge base and sends anything urgent straight to the team.
The project
Customers ask many of the same questions again and again. The goal was an assistant that answers from the company’s approved FAQ content, never invents answers, and knows when a message needs a person.
The assistant runs inside HubSpot workflows. FAQs live in a HubDB table. Each incoming question is matched against them with embeddings, then re-ranked with a blended score of semantic similarity and keyword overlap, so short or oddly worded questions still find the right answer. An urgency taxonomy flags time-sensitive messages and hands them to the team instead of replying automatically. The first version was later redesigned into a single-function architecture that is simpler to maintain and cheaper to run.
Private client work. The client’s name is kept confidential.
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