Quillmate
An assistant that cites its sources
Service
AI features
Duration
8 weeks
Year
2026
Stack
TypeScript · Postgres pgvector · OpenAI · Langfuse
62%
tickets solved without a human
97%
grounded answers in evals
In one paragraph
A support assistant for a publishing platform that answers from the help centre, shows where each answer came from and hands off to a person in one tap.
(04) — Case notes
The problem, what we built, and what changed. Numbers are from the client’s own analytics.
The problem
Quillmate’s support team answered the same forty questions all day. An earlier chatbot made things up, so customers stopped trusting it.
What we built
A retrieval assistant grounded on 1,240 help-centre pages. Every answer cites the page it came from. When the assistant isn’t sure, it says so and passes the conversation to a person with the context attached.
Evals before features
Before launch we wrote 412 test conversations from real tickets. They run every night; a change that lowers the grounded-answer score can’t ship.
The result
62% of tickets are now solved without a human, and the team’s first-response time went from four hours to eleven minutes.