Support + engineering copilot cut median ticket time by 38% with cited answers
Conflux’s 220-page runbooks lived in Notion, Confluence and stale PDFs — L1/L2 swivelled engineers for questions already answered last quarter.
Chunked ingestion with ACL-aware retrieval, hybrid dense + BM25, response templates with mandatory citations, Slack slash-command + in-portal widget, weekly eval set from resolved tickets.
- PII scrub + tenant isolation per workspace
- Refusal policy for unreleased product areas
- Latency SLO 2.8s p95 on streaming answers
- Gold Q/A pairs from SMEs for regression
- Cost caps per team with burst alerts
- Playbooks for prompt-injection incidents