The Problem
An HR-software platform's support team was fielding a high volume of repetitive product questions in two languages — English and Spanish.
They needed an assistant that could answer accurately from official documentation, recognise when a question was beyond its knowledge, and escalate cleanly into their existing support workflow — all while holding a coherent, multi-turn conversation for each user without inventing product behaviour.
Our Solution
We built a bilingual support chatbot that routes, answers, and escalates — and always knows the limits of what it can answer.
Route first, then act
Every incoming message is classified by an intent router. Simple, known patterns get instant canned responses; genuine product questions go to retrieval; unanswerable issues are escalated.
Grounded, history-aware answers
Product questions are answered with retrieval-augmented generation over a knowledge base with separate collections per language, so English and Spanish users always retrieve from the right documentation. Follow-up questions are reformulated against the conversation so context is never lost.
Escalation as a first-class path
When a question is genuinely out of scope, the assistant drafts a structured, language-correct support ticket and files it directly into the team's existing HubSpot workflow — rather than guessing.
Per-session memory and full conversation logging keep every interaction coherent and auditable.
Outcome
The support team deflects repetitive questions in both languages with grounded, accurate answers, while genuinely hard cases arrive as clean, pre-drafted tickets in their existing workflow — automation that helps customers and respects the limits of what AI should answer alone.
Tools & Technologies
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