RAG Helpdesk Bot | AI Helpdesk Bot with Citations | ATH Infosystems
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ATH RAG Helpdesk Bot

Empower your support team with an AI helpdesk that not only resolves queries faster, but also cites trusted sources for every answer, building transparency and confidence. Smarter, reliable, and customer-first—your helpdesk, redefined.

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Case Summary

ATH Infosystems developed the RAG Helpdesk Bot, an advanced AI Helpdesk bot powered by Retrieval-Augmented Generation (RAG). This solution helps organisations provide instant and accurate responses to customer and employee queries. Unlike a normal Artificial Intelligence chatbot, the RAG bot not only answers but also cites the exact source document, ensuring trust, transparency, and reliability.

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AI Helpdesk Chatboat

Challenges

  • ✓Scattered Documentation: Support content was stored in multiple places like PDFs, wikis, and portals, making search difficult.
  • ✓Slow Response Time: Customers and employees had to wait for human agents to resolve simple queries.
  • ✓Misinformation Risk: Regular chatbots sometimes gave generic or wrong answers without proof.
  • ✓High Ticket Volume: Repetitive questions consumed support teams’ valuable time.

Solutions

  • ✓AI-Powered RAG Search: Fetches the most relevant document sections and generates precise answers.
  • ✓Inline Citations: Every answer comes with a clickable reference to the original content.
  • ✓Role-Based Access: Ensures secure responses according to user permissions.
  • ✓Omnichannel Support: Works on websites, portals, Slack, Teams, and WhatsApp.
  • ✓Feedback Loop: Users can rate responses, helping the bot improve continuously.
AI Helpdesk Chatboat
AI Rag Helpdesk Chatboat

Key Features of the RAG Helpdesk Bot

  • ✓Smart Knowledge Retrieval: Searches across PDFs, Word docs, wikis, and intranet content.
  • ✓Trusted AI Responses: AI-generated answers backed by original sources.
  • ✓Multi-format Support: Handles multiple document formats for diverse use cases.
  • ✓Seamless Integration: Connects with CRM, ticketing tools, and collaboration platforms.
  • ✓Analytics Dashboard: Tracks usage, common queries, and deflection rates for optimisation.

Impact

Here’s how we created measurable impact in the first 90 days

  • ✓Ticket Deflection Success: 55%+ ticket deflection within the first 90 days.
  • ✓Faster Response Times: Average response time reduced to under 45 seconds.
  • ✓Boost in Customer Satisfaction: +30 points in CSAT (Customer Satisfaction Score).
  • ✓Strengthened Customer Trust: Improved trust with customers as answers were source-verified.
  • ✓Analytics Dashboard: Tracks usage, common queries, and deflection rates for optimisation.
artificial intelligence helpdesk chatboat

Conclusion

The ATH RAG Helpdesk Bot is not just an AI Helpdesk bot; it is a next-generation Artificial Intelligence chatbot that ensures faster resolutions, reliable information, and transparency with inline citations. By reducing ticket volume and improving satisfaction, it helps businesses save costs and improve customer experience.

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Looking for a smarter helpdesk solution?

Cut support costs and boost satisfaction with an AI helpdesk that answers faster, smarter, and with full transparency.

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Frequently Asked Questions

The ATH RAG Helpdesk Bot is an AI Helpdesk bot powered by Retrieval-Augmented Generation (RAG). It provides instant, accurate answers to customer and employee queries, complete with inline citations from your documents for full transparency.

Unlike a basic Artificial Intelligence chatbot, the RAG Helpdesk Bot fetches information directly from your knowledge base (PDFs, wikis, manuals, etc.) and shows source citations with every answer. This makes responses more reliable and trustworthy.

Yes. By automatically answering repetitive queries, the bot reduces ticket volume by up to 50–60%, allowing human agents to focus on complex issues.

Absolutely. The bot supports role-based access control (RBAC), encryption for data security, and private deployment options (VPC/VPS). This ensures your confidential documents remain safe.

The bot works seamlessly across websites, support portals, Slack, Microsoft Teams, and WhatsApp, ensuring an omnichannel support experience.

Yes. The RAG Helpdesk Bot has a built-in feedback and learning system. User ratings and corrections help the AI improve accuracy with every interaction.