“We didn't need more documents; we needed the ability to intelligently retrieve and leverage existing knowledge. Kibibit's agentic RAG solution enabled just that, instantly enhancing our product offering and transforming how our customers deliver support.”
In a fast-scaling SaaS environment, customer support can quickly become a bottleneck. As support volumes increased and product complexity grew, DolphinCX saw the need for a scalable, intelligent support solution that could serve both customers and agents without growing the team exponentially.
Their platform relied on detailed internal documentation, but that knowledge wasn’t always easily accessible in real time. Agents had to dig through static documents or escalate tickets for answers. The process slowed response times and left both users and support teams frustrated.That’s when DolphinCX partnered with Kibibit to build a custom AI-powered Agentic RAG ( Retrieval-Augmented Generation ), a solution capable of surfacing real-time answers based on dynamically uploaded client documentation.Empowering support teams with real-time intelligence
“We used to rely on tribal knowledge and manual searches. Now every answer is consistent, traceable, and instant—powered by our clients' own content and delivered through our communication platform.”
DolphinCX's customers had a wealth of institutional knowledge, but it was trapped in PDFs, wikis, and user manuals that were impossible to navigate during live customer interactions. Kibibit's team built an AI assistant that could understand and retrieve this information instantly using Agentic RAG technology. The assistant ingests dynamically uploaded documents from each client and indexes them securely, allowing both users and agents to ask questions in natural language and get immediate, context-aware answers—all integrated seamlessly into DolphinCX's existing call, chat, and video interfaces.
The results exceeded all expectations. Support ticket volume decreased by 35% as customers found answers through AI-powered self-service, while agents could resolve remaining tickets faster with instant access to accurate information. Agent process adaptation improved dramatically—from 1 week to just 1 day—as new team members could immediately access organizational knowledge without lengthy training periods. Agent productivity increased by 4x as manual documentation searches were eliminated and cognitive load reduced.The impact extended throughout the customer experience. First-contact resolution rates improved by 80% as agents had instant access to comprehensive, accurate information. Customer wait times dropped by 65% as agents could provide immediate, confident responses instead of placing customers on hold to search for answers.A Smarter Way to Handle Support Across All Channels
The AI assistant transformed how support worked across DolphinCX's entire communication ecosystem. During phone calls, agents could instantly query the system using natural language and receive accurate answers without interrupting the conversation flow. In WhatsApp interactions, the AI could provide automated responses based on client-specific documentation, maintaining brand voice and accuracy. Video support sessions became more effective as agents could access visual guides and troubleshooting steps in real-time.
Documentation utilization increased by 90% as information became easily searchable and accessible through natural language queries. Knowledge consistency across all communication channels improved dramatically, ensuring customers received the same high-quality information whether they contacted support via phone, chat, WhatsApp, or video.“This solution fundamentally changed how our customers deliver support. It's not just automation—it's intelligent knowledge activation that makes every interaction more valuable.”
Scaling Smarter Support for Future Growth
What makes this solution revolutionary is its flexibility and integration with DolphinCX's comprehensive communication platform. Every client can upload their own documentation into the system, creating a tailored support experience that adapts to each organization's unique language, workflows, and product setup. Whether it's healthcare protocols, e-commerce product guides, or technical documentation, the AI assistant learns and adapts to deliver contextually relevant responses.
The modular, scalable backend means the assistant grows with each client's needs, supporting multiple languages, various document formats, and increasingly complex knowledge structures over time. Integration with DolphinCX's existing features—from call recording analysis to WhatsApp campaign insights—creates a unified intelligence layer that enhances every customer touchpoint.“This is just the beginning. We see this assistant evolving into a full AI support layer that spans our entire platform—from onboarding to troubleshooting to proactive customer insights.”
A New Standard for AI-Driven Communication Platforms
“Kibibit helped us transform how knowledge flows through our entire communication ecosystem—giving agents and users real-time access to the right answers across every channel without waiting or guessing.”
With the launch of the Agentic RAG solution, DolphinCX has unlocked a smarter, scalable support capability that feels like a natural extension of their omnichannel platform. Built on dynamic documentation, natural language understanding, and enterprise-grade security, the AI assistant is now a core differentiator in DolphinCX's offering.
The solution delivers faster answers, happier users, and measurable efficiency improvements across phone, video, chat, and WhatsApp interactions. For DolphinCX, partnering with Kibibit wasn't just about adding AI features—it was about creating an intelligent foundation that makes every customer communication more effective, more personal, and more valuable.Customer retention among DolphinCX's enterprise clients improved by 30% as the enhanced AI capabilities provided clear competitive advantages. The platform's ability to deliver context-aware, instant responses across all communication channels has become a primary selling point, contributing to 40% faster sales cycles and positioning DolphinCX as the leader in intelligent customer engagement solutions.