Support copilot for Hirewise
A retrieval-augmented assistant that drafts support replies with citations from the help center. A case study by Rahul Mehta, Machine Learning Engineer (LLMs & RAG).
Challenge
Hirewise, a recruiting platform, had a support backlog of three days. Agents spent most of their time searching the help center and old tickets for answers that already existed.
Solution
I built a RAG pipeline over help articles and resolved tickets, with hybrid search, reranking and citation checking. Agents get a suggested reply with sources in their helpdesk and approve or edit it.