72%
Reduction in tier-1 IT tickets
ScaleTeam · Case Study
Enterprise IT Knowledge Base RAG
PineconeCohere RerankClaudeTypeScript
9sAvg. time to answer72%Reduction in tier-1 tickets18yrsOf docs indexed and reranked
Chapter 01The Brief
Eighteen years of documentation,
none of it findable.
Confluence, SharePoint, Notion, three legacy wikis, a folder of PDFs nobody touches. Engineers gave up and Slacked their neighbor.
Chapter 02The Build
Retrieval first,
model second.
- 01
Connectors for Confluence, SharePoint, Notion, GitHub, ServiceNow.
- 02
Hybrid search → reranker → grounded answer with required citations.
- 03
Slack-first surface with feedback loop into an eval dataset.
Chapter 03The Outcome
The ticket
queue drained.
9s
Median answer time
94%
Citations rated useful by IT staff
Ch 04Start Something
Your Product could be next.
Tell us about your project — We'll show you what's possible, what it costs, and what we'd ship first.
FREE DISCOVERY CALL. NO PITCH DECKS. REAL NUMBERS.