Winby
An in-product guidance chatbot for Windly
Context
Windly is B2B SaaS for overseas purchasing agencies, where how fast a new user understands the product decides whether they stay.
Problem
New users had to file a support ticket just to learn how the product worked or how overseas purchasing agency basics fit together. They needed answers inside the product instead.
How I solved it
- Organised a knowledge base covering both product guidance and the purchasing agency domain
- The product and its policies change constantly, so I kept the knowledge out of the model: edit a document and the answers follow, which is what RAG buys you over fine-tuning
- Shipped the document back office alongside the embedded chatbot, so the whole loop stays operable
Result
- New users can now resolve product and domain questions in-product, without opening a support ticket
Impact
Onboarding questions now end inside the product instead of in a support queue.