Synapse — AI Support Assistant
An AI support assistant that deflects routine questions 24/7 by answering from the client's own documentation, with clean human handoff and full logging.
- Timeline
- 5 weeks
- Role
- AI integration & full-stack
- Team
- Lead engineer
- Year
- 2025
62%
Tickets deflected
24/7
Coverage
<2s
Avg. response
0
Hallucinated policies
Client goals
- ◎Answer common questions instantly from real docs
- ◎Never invent policies; hand off to a human cleanly
- ◎Give the team visibility into every answer
Project overview
Synapse is an AI assistant that answers customer questions using the client's own documentation, not the model's guesswork. It runs 24/7, escalates cleanly, and logs everything for review.
The client problem
Our solution
We indexed the client's docs into a vector store, then grounded every answer with retrieval and a strict system prompt that defers to a human when confidence is low. The team sees every exchange.
What we built
Features
RAG grounding
Answers retrieved from the client's own content.
Chat widget
Embeddable, on-brand chat for any site.
Human handoff
Escalates to support when unsure.
Knowledge sync
Auto-indexes docs, FAQs and help articles.
Full logging
Every Q&A logged and reviewable.
Guardrails
Strict prompts keep it on-topic and safe.
Under the hood
Technical code
export async function POST(req: Request) { const { question } = await req.json(); const context = await searchKnowledgeBase(question); // RAG grounding const answer = await ai.chat({ system: "Answer ONLY from the provided context. Offer a human if unsure.", messages: [ { role: "system", content: context }, { role: "user", content: question }, ], }); return Response.json({ answer });}import { db } from "@/lib/db"; export async function GET() { const items = await db.project.findMany({ where: { status: "active" }, select: { id: true, name: true, updatedAt: true }, orderBy: { updatedAt: "desc" }, take: 50, }); return Response.json(items);}Integrations
APIs & services
OpenAI
LLM responses with strict system prompts.
pgvector
Vector search over the knowledge base.
Resend
Escalation emails to the support team.
Slack
Live handoff notifications.
Process
Development workflow
- 1
Discovery
Goals, users and success metrics defined on a free call.
- 2
Planning
Fixed scope, milestone plan and timeline in writing.
- 3
UI/UX design
Wireframes and a clean, modern design system.
- 4
Backend setup
Database schema, auth and core services.
- 5
API development
Typed, documented endpoints and integrations.
- 6
Frontend
Responsive, accessible UI wired to the API.
- 7
Testing
QA across devices plus performance & security checks.
- 8
Deployment
CI/CD, monitoring and a smooth production launch.
- 9
Support
Ongoing maintenance, updates and new features.
Speed & SEO
Performance & SEO
Performance
- ✓Server-side & static rendering for instant first paint
- ✓Image optimisation and lazy loading
- ✓Code-splitting and route-level prefetching
- ✓Edge/CDN caching with smart revalidation
- ✓Green Core Web Vitals (LCP, CLS, INP)
- ✓Database indexing and query tuning
SEO
- ✓Per-page metadata, canonical URLs and Open Graph
- ✓Structured data (JSON-LD) for rich results
- ✓Programmatic sitemap & robots
- ✓Semantic, accessible HTML
- ✓Clean, descriptive slug URLs
Built secure
Security
Outcome
Results & impact
62%
Tickets deflected
24/7
Coverage
<2s
Avg. response
0
Hallucinated policies
Synapse deflected 62% of routine tickets within weeks, responded in under two seconds, and produced zero hallucinated policies thanks to retrieval grounding and guardrails.
Add AI that helps
Grounded, on-brand AI assistants that deflect routine questions and capture leads 24/7.