Case Studies
We worked positively with the Ejento team to achieve high quality, self-service support using an agent grounded in our documentation.
EDB (EnterpriseDB) needed a high-quality, self-service support experience for their EDB Postgres AI customers. With "EDB Customer Support", an AI assistant is capable of answering complex, technical database questions accurately — without routing customers through traditional support queues.
Technical support for enterprise database products is high-stakes. Generic AI assistants lack the domain depth to answer Postgres-specific questions reliably.
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.
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.
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.
EDB Customer Support — a domain-specific AI assistant built on Ejento, grounded in EDB's documentation and deployed on Microsoft Azure Cloud.
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.
Ejento connects to leading LLMs via Microsoft Azure, giving EDB flexibility to select and switch models as the market evolves without rebuilding the support layer.
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.
Designed to handle high query volumes across EDB's customer base without degrading response quality or requiring proportional increases in support staffing.
EDB Postgres AI customers get accurate, citation-grounded answers to technical database questions without opening a support ticket.
The Ejento team quickly iterated on the framework as EDB's requirements evolved, with support escalation paths that reached the right person when needed.
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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