Grounded AI assistant resolves 45% of support tickets
Retrieval over institutional documentation with cited answers.
- 45%
- tickets deflected
- 100%
- answers cited
Fully resolved without an agent.
Every response links to source.
Overview
Lumen's support team answered the same policy questions continuously.
The challenge
Answers lived across a wiki, PDFs and email threads, with no single searchable source.
What we built
A retrieval assistant over indexed sources with permission-aware access, citations, and an offline eval suite gating releases.
Results
Nearly half of inbound tickets now resolve without an agent, with every answer citing its source.
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