Problem

A growing SaaS product's support team was spending most of its time answering the same handful of product questions, leaving less time for the complex tickets that actually needed a human.

Approach

We built a retrieval-augmented assistant that indexes the product's existing help docs and changelog, answers common questions inline in the app, and hands off to a human with full conversation context whenever confidence is low or the request is ambiguous.

Outcomes

• Answers common product questions directly from the existing knowledge base, with no separate content system to maintain.
• Escalates ambiguous or high-stakes tickets to a human agent with the full conversation already summarized.
• Deployed as an embeddable widget, requiring no changes to the existing support ticketing tool.

Problem

An internal analytics tool built for one company needed to become a sellable multi-tenant product, but the existing schema, auth, and dashboard logic all assumed a single organization.

Approach

We redesigned the data model around tenant isolation, added role-based and resource-level authorization, and integrated subscription billing with plan-based feature gating — migrating the existing dashboard incrementally rather than rebuilding it from scratch.

Outcomes

• Tenant-isolated data model supporting multiple organizations on shared infrastructure.
• Centralized, auditable role-based authorization across every dashboard route.
• Subscription billing wired directly into feature access, with self-serve plan upgrades.