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← Case StudiesSelf-Service AI Support for Postgres AI
About the use case
EDB (EnterpriseDB) needed a high-quality, self-service support experience for their EDB Postgres AI customers. The "EDB Envoy" project required an AI assistant capable of answering complex, technical database questions accurately — without routing customers through traditional support queues.
The challenge
Technical support for enterprise database products is high-stakes. Generic AI assistants lack the domain depth to answer Postgres-specific questions reliably.
Deep domain knowledge required
EDB Postgres AI customers ask highly technical questions about configuration, performance tuning, and compatibility. Off-the-shelf AI assistants routinely hallucinate or provide incorrect guidance for database-specific scenarios.
Self-service expectations
Enterprise customers expect accurate answers immediately — not ticket queues. Routing technical queries through human support created delays and eroded the self-service experience EDB wanted to deliver.
Scalable, governed deployment
The solution needed to run on Microsoft Azure with proper data governance, RAG-based retrieval over EDB documentation, and the ability to scale across EDB's customer base without compromising answer quality.
How Ejento AI solved it
EDB Envoy — a domain-specific AI assistant built on Ejento AI, grounded in EDB's documentation and deployed on Microsoft Azure Cloud.
RAG over EDB documentation
The assistant is grounded in EDB's full Postgres AI documentation library using Retrieval-Augmented Generation — answers are cited to source material, not generated from general model knowledge.
Advanced LLM integration on Azure
Ejento AI connects to leading LLMs via Microsoft Azure, giving EDB flexibility to select and switch models as the market evolves without rebuilding the support layer.
Domain-specific tuning
The assistant is scoped to EDB's use case — Postgres AI customer support — with guardrails that keep responses grounded and prevent out-of-scope outputs.
Scalable self-service architecture
Designed to handle high query volumes across EDB's customer base without degrading response quality or requiring proportional increases in support staffing.
The outcome
Customers self-serve complex questions
EDB Postgres AI customers get accurate, citation-grounded answers to technical database questions without opening a support ticket.
Agile platform iteration
Ejento AI's team iterated quickly on the framework as EDB's requirements evolved, with support escalation paths that reached the right person when needed.
Azure-native, governed deployment
The full solution runs within EDB's Azure environment with proper data governance and model flexibility built in from day one.
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