Drift AI

Overview

Drift's support team was spending the bulk of their day answering the same 40 questions. Good people doing work that shouldn't require people. We built a retrieval-augmented generation layer trained on their documentation, past tickets, and product changelogs. The system handles routine queries instantly, detects when something falls outside its confidence threshold, and routes those cases to a human agent — with full conversation context already attached. Support costs dropped. Response times improved. The team shifted their energy to the cases that actually needed them.