The Problem
Eneve, a growing SaaS company, was struggling with a familiar challenge: their support team was spending a significant portion of their time answering the same questions over and over. Despite having comprehensive documentation, customers were not finding the answers they needed on their own.
The support queue was growing faster than the team could scale. Repetitive questions about setup, configuration, and troubleshooting consumed hours every day. Meanwhile, complex issues that genuinely required human expertise were being delayed.
Key Challenges
- High volume of repetitive support tickets that could be answered by documentation
- Customers struggled to find relevant answers using traditional keyword search
- Support team overwhelmed, leading to slower response times for complex issues
- Strict requirement for data isolation between their own customers
The Solution
Eneve chose Chat-Centered to deploy an AI-powered documentation assistant directly on their website. The fully managed approach meant zero development work on their side. Chat-Centered handled everything: document ingestion, AI configuration, branding, and hosting.
Implementation
The onboarding process was straightforward. After an initial call to discuss requirements, Chat-Centered indexed Eneve's full documentation library, configured custom system prompts tuned to Eneve's tone and terminology, and applied their brand styling to the widget.
Within days, a fully functional AI assistant was embedded on Eneve's support page with a single script tag. The assistant was trained exclusively on Eneve's documentation and ran in a fully isolated environment, ensuring no data could cross between tenants.
"Chat-Centered transformed how our customers interact with our documentation. We went from first call to a fully branded, live AI assistant in less than a week. Support tickets dropped noticeably, and our team can now focus on building instead of answering the same questions. The isolation per customer was a hard requirement for us — Chat-Centered delivered exactly that."
— Eneve, Customer since 2024
The Results
The impact was measurable within the first month of deployment:
Key Outcomes
The 40% reduction in repetitive support tickets freed up Eneve's support team to focus on complex, high-value customer interactions. Response times for critical issues improved significantly as a result.
Customers reported a noticeably better experience, with instant answers available around the clock. The AI assistant provided source-cited responses grounded in Eneve's actual documentation, building trust and reducing friction.
Because Chat-Centered handled all infrastructure, updates, and monitoring, Eneve's engineering team did not need to allocate any resources to the project. The setup required exactly one line of code: a script tag pasted into their website.
Tenant Isolation
A critical requirement for Eneve was strict data isolation. As a SaaS platform serving multiple customers, they needed assurance that no data would ever cross between tenants. Chat-Centered's architecture provides fully separate environments per customer: separate document stores, separate vector databases, separate branding, and separate API keys.