The difficult problem
A generic chatbot hallucinated answers while support volume grew beyond headcount.
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Grounded support intelligence
SupportGenie
A retrieval-grounded support agent that resolves work across chat, email and voice with governed tool access.
AutonomousPlatformInfrastructure
Built around the hard part
The constraint shaped the intelligence.
The intelligence built
Hybrid retrieval, reranking, citations and policy gates decide whether to act or escalate with full context.
How the system works.
The model is one layer. The value comes from connecting inputs, intelligence and production action as one accountable system.
Knowledge ingestion
Acquire and structure the operating signal.
Retrieve and reason
Transform it through the model, rules and control layer.
Act and escalate
Deliver a decision, artifact or action into production.
Where it runs
Connected to support, communications and account systems.
What it changes
Automation resolves eligible work without hiding uncertainty.
Production stack
PythonpgvectorCohere RerankFastAPITwilioZendesk
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