Helix Customer Co-Pilot
RAG-powered customer support co-pilot with citation grounding and graceful escalation.
Helix routes tier-1 support through a generative co-pilot grounded in policies, macros, and knowledge articles - streaming responses with explicit citations and handoff when confidence or policy requires a human.
Technology stack
Technology stack
- Python
- TypeScript
- Claude
- Pinecone
- Braintrust
Representative technologies from the delivery-not an exhaustive inventory of every dependency or internal tool.
Challenge
First-response time targets conflicted with citation requirements: generic chatbots were fast but wrong; manual research was accurate but slow.
Approach
Python and TypeScript services with hybrid retrieval on Pinecone, reranking, Claude for synthesis under citation constraints, Braintrust eval in CI on golden tickets, and escalation hooks into the existing CRM queue.
Outcome
Placeholder programme narrative - verify before publish. Headline metrics stated for diligence review only.
Related services: generative ai solutions · ai automation