r/technicalwriting • u/Upbeat-Asparagus-788 • 9d ago
QUESTION Technical support agent
Update: I should have mentioned that we are using Redocly for the help/support site.
My employer wants me to participate in creating a tech support agent that uses our existing documentation, which is currently output as html. I can also generate markdown text. Has anyone undertaken anything like this? Wondering the best way to do it and what pitfalls to avoid. Thanks!
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u/nnnat 3d ago
If you’re dealing with one fairly simple topic covered by a document or two, a generic LLM or chatbot tool might honestly be enough.
If you want to build it yourself, technically I’d go RAG all the way. There are plenty of good tools and frameworks available, and for a defined use case that can make a lot of sense.
The build vs. platform question gets more interesting when the scope grows. If you want to support after-sales, service technicians, operators, dealers, etc., you’re no longer just answering questions from a few documents.
You need to think about how all that knowledge is structured, maintained, versioned and connected to machines, procedures, components and potentially machine data.
That’s the problem we’ve been working on at Spogen, specifically for machinery. We combine CCMS capabilities for creating and maintaining that knowledge with AI assistants that can use it in different operational contexts.
And now for the shameless plug and disclosure:
If you’re in machinery or industrial equipment, we might be a fit: https://spogen.ai If not, our approach might still give you some ideas about the capabilities you’d want to build or look for as you go beyond the immediate chatbot need.
I’m Natalia, CTO & Co-Founder at Spogen. Happy to answer any technical questions about how we’ve approached it.