Customer Support Knowledge Base
Support teams waste time searching through documentation and past tickets to answer customer questions.
User Story
"I'm a support manager at a software company. Our support team wastes hours searching through documentation and past tickets to answer customer questions. Response times are slow, and answers are inconsistent. We uploaded all our support docs, FAQs, and ticket history to SUPERWISE /chat, and now support agents get instant, accurate answers with source citations. Response times dropped 60%, escalations decreased, and customer satisfaction improved."
Scenario
- Role
- Support Manager
- Industry
- Software
- Challenge
- Support teams waste time searching documentation; slow response times; inconsistent answers
- Solution
- SUPERWISE /chat support knowledge base with Knowledge collections and specialized support agents
- Outcome
- 60% faster response times, consistent answers, reduced escalations, improved customer satisfaction
How It Works
Step-by-step workflow with feature references
Setup Support Knowledge Base
Support manager creates Knowledge collection: "Support Documentation". Uploads support docs, FAQs, troubleshooting guides, ticket history. Knowledge collection configured for RAG (automatic).
Configure Support Agent
Create Customer-Owned Agent (Professional+) or use Business Assistant (Starter) for support. Agent system prompt: "You are a support assistant. Answer questions using only the provided support documentation. Always cite sources. If information is not available, say so." Agent bound to "Support Documentation" Knowledge collection. Agent shared with support team (internal sharing).
Support Agent Usage
Support agent opens SUPERWISE /chat and selects support agent. Asks: "How do I reset a user password in the admin panel?" Agent searches Knowledge collection, finds documentation, responds with step-by-step instructions. Agent cites source: "According to the Admin Guide, section 3.2..." Support agent gets instant, accurate answers with source citations.
Quality Assurance
Support manager reviews conversation history (audit trail). Identifies common questions and knowledge gaps. Updates support documentation based on questions. Creates saved prompts for frequent queries (/password-reset, /billing-issue).
Customer Data Protection
Support conversations stay private and auditable. Customer data never leaves governed workspace. Real-time guardrails protect PII and sensitive customer information. All interactions traceable for quality assurance and compliance.
Feature Mapping
SUPERWISE and Open WebUI features that power this use case
SUPERWISE Features
- •Business Assistant or Customer-Owned Agent for support
- •Knowledge collections (support docs, FAQs, ticket history)
- •Complete audit trails for quality assurance
- •Real-time guardrails protecting customer data
Open WebUI Features
- •Knowledge collections (RAG-enabled support documentation)
- •Basic workspaces or department workspaces
- •Conversation search (find past support interactions)
- •Saved prompts (common support queries)
Feature Combinations
- →Support knowledge base with RAG for accurate, source-cited answers
- →Audit trails with conversation search for quality assurance and training
- →Customer data protection with real-time guardrails
What You Get
- Faster response times.
- Consistent answers across the team.
- Reduced escalations.
Why SUPERWISE
Support conversations stay private and auditable. Customer data never leaves your governed workspace, and all interactions are traceable for quality assurance.
Ready to Get Started with Customer Support Knowledge Base?
See how SUPERWISE /chat enables safe, confident AI use for your team.
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