AI-enhanced WordPress support portal with smart search, ticket deflection, analytics, and knowledge base management.
Overview
Designed and developed a custom WordPress support platform that extends far beyond a traditional knowledge base.
The system includes a custom post type and taxonomy structure for managing support articles, an AJAX-powered search and filtering interface, an AI-assisted support search, an integrated support ticket workflow, and reporting tools that measure how customers use the support system.
Visitors are encouraged to search for answers before submitting a support request. If they still need assistance, the support form presents AI-generated article recommendations in real time and seamlessly transitions into a support ticket. This reduces duplicate tickets while helping customers resolve common issues immediately.
On the administrative side, the platform captures detailed metrics that help identify content gaps, improve search relevance, and measure how effectively the knowledge base is serving customers.
Result
- Reduced unnecessary support requests by encouraging self-service before ticket submission.
- Scalable support platform that combines knowledge management, AI search, ticketing, and analytics.
- Created actionable reporting that helps continuously improve support content and customer experience.
Key Features
- AI-Assisted Knowledge Search
Support requests first pass through an AI-powered search that recommends the most relevant support articles before a ticket is submitted. - Integrated Support Ticket Workflow
Customers can continue directly into a support ticket without leaving the page when additional assistance is needed. - Custom Knowledge Base
Built using custom WordPress post types and taxonomies designed specifically for organizing technical support content. - AJAX Search & Filtering
Category filters, keyword search, and dynamic content loading provide fast navigation without full page reloads. - Support Analytics
Tracks support searches, article recommendations, article views, ticket submissions, and customer interactions to identify opportunities for improving documentation. - Article Effectiveness Reporting
Measures which support articles successfully answer customer questions and which topics generate additional support requests. - Automated Search Index
Support summaries are automatically generated and exported into lightweight JSON files optimized for AI search and fast retrieval. - Flexible Administration
Custom management tools simplify article organization, taxonomy management, and ongoing maintenance as the knowledge base grows.
Tech Stack
- WordPress (custom plugin)
- PHP / MySQL
- jQuery/JS/AJAX
- JSON
- OpenAI API
- Contact Form 7
- Custom WordPress Plugin Development