n8n · Case Study
Same Questions, Answered Without You
The problem
The support team was reading every ticket and writing every response by hand. Same questions, same answers, typed out again and again. Response time depended on who was at their desk.
Who this is for
Service businesses and small agencies where support lands on one person, and the answers already exist in internal docs or a help centre. Pays off when response time depends on who is at their desk rather than on how hard the question is.
What I built
An AI support system in n8n that answers from the business's own documentation, not from a generic model's guesses:
- Incoming emails classified by topic and intent
- A RAG knowledge base built on OpenAI embeddings, so answers come from the company's real docs
- Gemini Flash 2.0 generates the response from the retrieved context
- Auto-reply sends the answer without a human in the loop
The result
Support tickets answered accurately and automatically using the business's own knowledge base. The team stopped retyping the same answers.
