Industrial Services · 8 weeks to production

Lander Support

A grounded support agent for a field-service business, answering only from approved documentation and escalating everything else.

The challenge

Two support staff handled 1,400 tickets a month, 60% of which were the same eleven questions about installation and warranty terms.

An earlier chatbot attempt had invented warranty periods, so trust internally was zero.

We indexed the approved manuals and warranty documents only, and the agent answers with a citation or it does not answer.

Every escalation carries the full transcript and the documents the agent considered, so a human never restarts from nothing.

Unanswered questions are clustered monthly and become documentation gaps to fix, not prompt patches.