How a chatbot cut support emails for a Nairobi client

A Nairobi education client came to us with the same questions landing in email every week: fees, term dates, how to reset passwords.

We built a small assistant that searches their PDFs and help pages, then routes anything unclear to a human inbox.

After a month, most tier-one questions never hit email. Staff spent less time copying answers and more time on cases that needed a person.

The lesson for us: start narrow, measure what actually gets deflected, and keep a human escape hatch.