OutSystems AI-powered support assistant
OutSystems built an agentic support assistant that answers product questions and became a reusable pattern for employee agents.
Author: OutSystems
What was done
OutSystems used its own low-code and agentic AI platform to build an AI-Powered Support Assistant for customer support operations. The assistant grounds answers in the OutSystems knowledge base so customers can get product answers without searching documentation or opening a ticket. The team then reused the same application pattern for other internal use cases, including a Workday-based employee question assistant. OutSystems reports the support assistant answered more than 62% of support questions and 21% of support incidents, reduced new ticket creation by 34%, saved more than $600,000, and automated 35% of support operations.