← All AI work
A support bot that answers business owners 24/7
A Grok Bot now answers how-to questions first and hands the rest to people. Within 3 weeks it fully resolved ~40% of chats.
- My role
- The idea, what the bot learns from, when it hands off
- Built with
- Grok Bot · Intercom · MCP
- Team
- 3 people in support, business owners in 180+ countries
01 · Research
Most chats asked how to use the app
Most chats were how-to questions we already had answers for. Chats that came in at night waited until morning, and a business owner with no answer may stop using the app.
The hard part was many chats at once: the bot needed a queue, and a rule for which chat goes first. We worked it out with day-to-day experiments on live chat data.
02 · Ideation
A bot for the basics, people for the rest
- Why a bot
- It frees people for higher-value work
- Grok Bot, not our own setup
- New on the market and runs in the cloud, without our servers. We tried it as an experiment, so we can switch tools later
- Our own MCP
- An MCP (Model Context Protocol) is a connector that lets an AI tool act inside an app. Intercom's own can't send messages, so for security our developer built one that can
03 · Solution
What the bot reads, and the rules it follows
One long product document would make the bot mix things up. So its knowledge is split into four parts:
- Module docs
- One document per app module, with how that part of the app works
- Index doc
- Matches the keywords in a question to a module, so the bot reads only that one document
- SOPs
- The support team's standard steps for common cases
- Rules
- When the bot replies, and when it hands the chat to a person (two of them below)
Drawn for this page; no customer data shown.
Rule 01
Payment never gets a bot reply
Payment and subscription questions go straight to a person.
Rule 02
Second time, a person steps in
If the same issue comes back after the bot explained it, the bot releases the chat.
04 · Success
Fast answers, and time back for the team
~40%Chats fully resolved by the bot, within 3 weeks of launch
10 → 3 minFirst response time
Right placeThe team moved to subscription follow-ups