Booking System Portfolio

Problem Statement

Emerald Tech's Customer Support team maintained a large FAQ and product documentation in Google Drive, covering pricing, onboarding, integrations, and security. As the product evolved, this FAQ changed weekly.But support still faced three core issues:

High volume of repetitive questions

40–50% of tickets were simple FAQs (“How do I add a user?”).
Customers waited several minutes to hours for answers that already existed in internal documents.

Out of date and fragmented knowledge

The FAQ in Google Drive was up to date, but the website, help center, and internal macros weren’t always synchronized.
Support agents sometimes gave conflicting answers because they worked from different sources.

Missed opportunities with pre sales leads

Prospective customers used the website chat to ask detailed questions about pricing, integrations, and security.
If live agents were offline, leads dropped off instead of converting to demos or trials.

Solution

Designed and implemented a 2 workflow Retrieval Augmented Generation (RAG) system using Google Drive, a vector database, and an AI chat agent.

Take the long FAQs document the support team already kept in Google Drive and made it the single “source of truth” for all common questions.
Connected this FAQs to a smart chat assistant on the website and inside the app, so customers can type questions in their own words and get clear answers pulled directly from that document.
Set up an automatic update loop: whenever the team edits the FAQ (for example, changes in pricing, features, or policies), the assistant quietly refreshes its knowledge in the background, no manual copying needed.
Added simple guardrails so that if the assistant is not sure, it either asks a follow up question or hands the conversation off to a human, instead of guessing.

Results

Cut basic “how do I…?” questions to the support team by more than half, freeing agents to focus on higher value, complex issues.
Customers now get instant answers (in a few seconds) instead of waiting in chat or email queues, which improved satisfaction and reduced drop offs during trials and demos.
Prospective clients on the marketing site can get detailed answers about features, pricing, and security even outside business hours, leading to more qualified demo requests.
Because every answer comes from the same up to date FAQ, the company now gives consistent, accurate information across chat, email, and the website.

Self‑Service AI Support (ChatBot)

Problem Statement

Solution

Results

Quick Demo

Workflow Diagram

Technology Stack