The Challenge
NutriFlow's customer success team was drowning in repetitive support tickets — subscription billing questions, meal plan FAQs, and app navigation issues made up over 70% of all incoming messages. Response times had ballooned to 18 hours and churn was climbing. Hiring more agents wasn't an option with their runway.
The Solution
I designed and deployed a RAG-based support bot powered by GPT-4o-mini, grounded in NutriFlow's help centre articles and subscription policy docs loaded into ChromaDB. The bot handles tier-1 queries autonomously, escalates to a human when confidence is below threshold, and logs every session to Supabase for ongoing fine-tuning. A Slack webhook notifies the support lead whenever the bot escalates.
Results
70%
Queries resolved without human touch
2 min
Average first response time (was 18 hrs)
41%
Reduction in support ticket volume
4.6/5
User satisfaction score post-launch
Tech Stack
“We went from drowning in tickets to handling the majority of queries on autopilot within days of launch. The bot is eerily good — users often don't realise they're not talking to a human.”
Anika Mensah
CEO, NutriFlow App