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Example engagement · SaaS & B2B Platforms

In-Product AI Assistant for a B2B SaaS Platform

An assistant inside the product that answers how-to questions from the docs and the user's own data, and performs simple actions with the user's own permissions.

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-34%
How-to support tickets
+12%
Trial accounts completing setup
41%
Weekly active users using the assistant
Profile — B2B SaaS, about 1,200 customer accounts, multi-tenantTimeline — 8 weeks to general availabilityTeam — 3 engineers + 1 designer
Representative engagement: a composite of the AI work we deliver in this industry, not a named client's project. Figures are the outcomes this kind of build typically delivers, and they are the targets we agree and measure in a pilot before scaling.
The problem

Most support tickets were how-to questions already answered in the docs. New accounts stalled during setup, and trial conversion suffered.

What we build

The approach.

  • 01Indexed docs, release notes and help articles per product version.
  • 02Gave the assistant read access to the user's workspace with their own permissions, strictly per tenant.
  • 03Added a small set of safe actions, such as creating a report or inviting a teammate, with confirmation.
  • 04Built evaluations for accuracy and tenant isolation that run on every release.
Where the AI works

Claude answers from the docs and the user's workspace, and calls product actions through the same API the UI uses, only after the user confirms.

Claude APITypeScriptReactPostgres + pgvectorOpenTelemetry
Proof, not promises

How we measure it.

Ticket volume is tagged by type in the helpdesk. Setup completion is a product event. Adoption counts weekly active users who used the assistant at least once.

Questions

Before you ask.

Beyond Technologies enforces tenant isolation in the database and the retrieval layer, not in the prompt, and tests it on every release.

Only through a short list of actions, with the user's own permissions and an explicit confirmation step.

Next step

Want this measured on your own data? Start with a pilot.

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