1 min readrag · chatbots · integrations
Wiring context into a support bot
A support bot that only reads the help center gives help-center answers. In my experience, live account context is what lets it resolve account problems.
By Asif Iqbal
At Upwork we wired the support bot into the company's GraphQL layer and Zendesk Guide, so it answered with live account context rather than generic help-center text.
Retrieval over documentation tells a bot what is generally true. Account context tells it what is true for this person, right now. Support questions are almost always the second kind. (Opinion.)
I'm applying the same idea in Finch, a RAG support chatbot I'm building — in development: hybrid retrieval over help-center and ticket data (PostgreSQL + pgvector), a LiteLLM gateway with cost-optimised routing, Zendesk ticketing with human handoff, and Langfuse for evaluation and observability.