Case study
Chatbot
Transforming fragmented documentation into a unified knowledge hub
The problem
Missed information
Documentation was split between Confluence and a Wiki platform. Users didn’t always know where to start searching.
Difficult retrieval
Even within a single tool, search results were incomplete, outdated, or hard to navigate.
High dependency on support
Both customers and internal users relied heavily on the Support team because they couldn’t find answers independently.
User needs
Centralized Access
A single tool that aggregates information from Confluence and Wiki.
Adapted to User Types
Customers need clear, simplified answers about the platform and brand protection. Internal teams need detailed technical guidance and process documentation.
Fast, Relevant Search
Ability to quickly find accurate answers without browsing multiple platforms.
Automated Updates
Content should refresh automatically when new material is added, avoiding manual duplication.
Results
Reduced support dependency
with early data showing a decrease in repetitive support tickets.
Improved satisfaction
as customers and internal teams expressed more confidence in finding relevant answers.
