Intelligent Application Control Chatbot
The Challenge
Users struggled to navigate complex application features, required extensive onboarding, and often couldn't find or use capabilities that would solve their problems. Support costs were high, and user adoption of advanced features was low.
Users
End users of the SaaS platform, support team (indirect users for escalation reduction)
Workflow
Users interact with a chatbot that understands the application deeply, can answer questions about features and workflows, and can take direct action within the app on behalf of the user.
Constraints
Chatbot must understand complex application context, maintain security and permission boundaries, integrate seamlessly with existing application, provide instant responses.
AI Capabilities Implemented
Additional AI Features
- Semantic search understanding user intent and retrieving relevant application features
- Complete knowledge of application features, UI navigation, workflows, and capabilities
- Action execution within the application—navigate, create records, update settings, execute workflows
- Step-by-step guidance and feature explanations for user learning
- Context-aware responses tailored to user's current location within the app
- Multi-turn conversations maintaining state for complex workflows
- Permission-aware action suggestions and proactive feature recommendations
Results
Technical Architecture
Frontend
Embedded chatbot widget in existing SaaS application
Backend
AI orchestration layer with application context injection
Database
Vector database for application documentation and feature context
Storage
Cached application schema and feature documentation
Integrations
- • Native application API for read/write operations
- • Application permission system
- • User context and session management
- • Application audit logging