A bot answers routine questions from the company knowledge base and hands over anything it isn't sure about.
Eighty percent of support tickets were the same: where's my order, how do I change my plan, why isn't the email arriving.
We wired the assistant to the company knowledge base — it answers only from there and doesn't invent. When confidence is low, the conversation goes straight to a human with the context already gathered.
We deliberately did not build a bot that answers everything. A bad automated answer annoys people more than waiting for a real operator.
How it's built
A fragment of the project's real code — so you can see what's inside.
TypeScript
type Bucket = { count: number; resetAt: number };const buckets = new Map<string, Bucket>();/** * Ограничение частоты запросов. * Защищает формы от перебора и спама. */export function rateLimit( key: string, limit = 8, windowMs = 60_000,): RateLimitResult { const now = Date.now(); const bucket = buckets.get(key); // Окно истекло или его не было — начинаем заново. if (!bucket || bucket.resetAt < now) { buckets.set(key, { count: 1, resetAt: now + windowMs }); return { ok: true, remaining: limit - 1, retryAfter: 0 }; } if (bucket.count >= limit) { return { ok: false, remaining: 0, retryAfter: Math.ceil((bucket.resetAt - now) / 1000), }; } bucket.count += 1; return { ok: true, remaining: limit - bucket.count, retryAfter: 0 };}Get in touch
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