Helix Support Copilot

Overview

Helix’s team needed defensible automation: every suggestion had to cite help-centre articles or past resolved tickets, and agents could edit before send. We built a browser extension and backend service that syncs with their CRM webhooks, embeds vector search over approved content, and logs prompt versions for compliance reviews.

Challenge

Generic chatbots had eroded trust with customers. PII appeared in threads; the product had to redact before model calls, support multiple languages, and throttle spend when queues spiked. Leadership wanted measurable CSAT impact, not vanity demos.

What we built

Retrieval pipeline over chunked docs and tickets, guardrails for banned claims, escalation paths when confidence is low, and analytics for supervisors (accept rate, edit distance, time saved). We shipped dark-mode UI matching their console and feature flags for gradual team rollout.

Stack