The Problem: 80% Repetitive Questions
An online store selling home goods in Israel was receiving 200+ support emails per week. After analysis, 80% of them were the same questions: shipping times, return policy, product dimensions, payment methods.
Their two-person support team was spending 6 hours per day on copy-paste answers. Lead response time was over 24 hours. Customer satisfaction was dropping.
The Solution: AI Chatbot Trained on Their Content
They added SLAtech ChatBot to their website in one afternoon. The setup process:
- Submitted their sitemap URL — 47 pages indexed in 18 minutes
- Added their FAQ page and shipping policy as Private Knowledge
- Configured the bot to respond in Hebrew by default, with English fallback
- Set up lead capture: when the bot can't answer, it collects email and sends to support
- Pasted the embed script on their website
Total setup time: 40 minutes.
Results After 30 Days
| Metric | Before | After 30 days |
|---|---|---|
| Weekly support tickets | 200+ | 78 |
| Bot resolution rate | — | 61% |
| Average response time | >24 hours | <3 seconds |
| Leads captured via bot | 0 | 34 |
What Made the Difference: Private Knowledge
The bot resolved 61% of queries on its own. The remaining 39% were complex questions that required human intervention — but the bot captured the customer's email and question automatically, so the support team could respond in context without asking "what's your question?"
The key was using Private Knowledge to upload:
- Full return policy (PDF)
- Shipping zones and prices (text document)
- Product FAQ (manually entered)
- Payment methods and installment options
How to Set Up Private Knowledge for Your FAQ
- In AdminUI, go to your site → Private Knowledge
- Click "Add Text" and paste your FAQ content
- Or upload a PDF — the system extracts and indexes it automatically
- Private Knowledge is weighted higher than website content in answers
Start reducing tickets this week. No developer needed.
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