# How BQE Software Achieved an 86% AI Resolution Rate and Answered 180,000 Support Questions with CustomGPT.ai “CustomGPT.ai has fundamentally changed how we deliver help and support to existing and potential customers. The number of queries handled by our chatbot is steadily increasing over time, thus encouraging self-service and reducing pressure on our support team without compromising quality. We want to encourage self-service among our customers and so the help center chatbot has been a big help in doing so. And now we're excited to see how we can convert more of our website traffic into paying customers." Naira Yaqoob Documentation Manager & Product Specialist, BQE Software #### 86% ##### AI resolution rate #### 180,000 ##### Support questions answered #### 64% ##### of Help Center queries handled by AI ## Summary BQE Software, a leading provider of cloud-based business management solutions for architecture, engineering, and professional services firms, partnered with CustomGPT.ai to enhance customer support and website engagement. The implementation of CustomGPT-powered chatbots led to 180,000 support questions answered, an 86% AI resolution rate, and 64% of Help Center interactions handled by AI. ### Industry Professional Services, Software ### Use Case Customer Support, Knowledge as a Service ### Teams Sales, Marketing, Customer Support **Direct Answer:** BQE Software, a leading cloud-based business management platform for architecture, engineering, and professional services firms, deployed CustomGPT.ai-powered AI assistants across its help center, in-app resource center, API documentation site, and public website. The result: 180,000 support questions answered, an 86% AI resolution rate, and 64% of all Help Center interactions handled by AI without sacrificing accuracy or customer experience quality. ## BQE Software at a Glance | | | | --- | --- | | **Detail** | **Info** | | Company | [BQE Software](https://www.bqe.com/) | | Headquarters | Torrance, California, USA | | Industry | Professional Services / SaaS / Architecture & Engineering Software | | Use Case | Customer Support / Knowledge as a Service / Website Sales Chatbot | | AI Agents Deployed | BQE CORE AI Assistant (Help Center + In-App), API Docs Chatbot, Website Marketing Chatbot | | Integration | [CustomGPT.ai](/content/site-root.html) API + Website Embed | | Teams Impacted | Customer Support / Sales / Marketing / Documentation | | Support Questions Answered | 180,000+ | | AI Resolution Rate | 86% | | Help Center AI Handling | 64% | | Security | SOC2 & GDPR Compliant | ## What Problem Was BQE Software Trying to Solve? BQE CORE is a comprehensive, all-in-one platform spanning time tracking, project management, billing, accounting, HR, CRM, payroll, and API integrations serving thousands of architecture, engineering, and professional services firms that collectively process billions in annual invoice volume. As the platform grew more powerful and its customer base more sophisticated, the demand for immediate, accurate, product-specific support grew alongside it. BQE already had a robust help center. But customers needed more than a static document library. They needed instant conversational answers to nuanced questions about a complex ERP system, around the clock. This created three serious problems: 1. **Complex product questions exceeded what static help centers could address:** BQE CORE’s breadth of functionality meant customers frequently had questions requiring synthesis across multiple documentation sources. A basic search tool could not deliver that. 2. **24/7 coverage was essential but expensive to staff:** BQE’s customer-obsessed culture demanded round-the-clock support. Scaling a human team to meet that standard was neither efficient nor sustainable. 3. **Accuracy and professional tone were non-negotiable:** A business management platform for professional services firms cannot afford generic, hallucinated, or off-brand AI responses. Every answer needed to be grounded in verified BQE documentation. ## What Solution Did BQE Software Deploy? BQE Software partnered with [CustomGPT.ai](/content/site-root.html) in 2023 to build a phased, AI-powered customer experience strategy. Naira Yaqoob, Documentation Manager and Product Specialist at BQE Software, led the implementation. ### How BQE’s AI Strategy Was Built and Deployed | | | | --- | --- | | **Step** | **Detail** | | Phase 1 Help Center + In-App | BQE CORE AI Assistant deployed in the online help center and in-app Resource Center via CustomGPT.ai API | | Phase 2 API Documentation | Specialized chatbot deployed on the BQE API documentation site for developer-focused queries | | Phase 3 Website Chatbot | Public website marketing and sales chatbot to guide prospective customers through BQE’s solutions | | Accuracy Technology | CustomGPT.ai Anti-Hallucination Engine  restricts responses to verified BQE documentation only | | Enterprise Guardrails | Refuses out-of-scope questions, never assumes missing context, routes package-specific inquiries to account managers | | Availability | On-demand, 24/7, across help center, in-app, API docs, and public website | | Security | Refuses out-of-scope questions, never assumes missing context, and routes package-specific inquiries to account managers | ## What Results Did BQE Software Achieve? ### Key Results at a Glance | | | | | | --- | --- | --- | --- | | **Metric** | **Before CustomGPT.ai** | **After CustomGPT.ai** | **Improvement** | | Support Volume | Human team handling all queries | 180,000+ questions answered by AI | Massive scale without headcount growth | | AI Resolution Rate | Generic or no AI tools | 86% of queries fully resolved by AI | 86% autonomous resolution unlocked | | Help Center Coverage | Static document search only | 64% of interactions handled by AI | Majority of help center traffic deflected | | Availability | Business hours support model | 24/7 on-demand across all touchpoints | Round-the-clock coverage without staffing cost | | Answer Accuracy | Hallucination risk with generic AI | Zero hallucinations verified docs only | Source-grounded professional accuracy enforced | ## What the Numbers Mean in Practice - **180,000 support questions answered** means BQE’s support function is operating at a scale that would be impossible to replicate with human agents alone, and the volume continues to grow as more customers adopt self-service. - **86% AI resolution rate** is the defining operational result. For every 100 support queries, 86 are fully resolved by AI without human escalation, directly reducing pressure on the support team. - **64% of Help Center interactions handled by AI** means the majority of help center traffic now flows through an intelligent conversational interface, and the documentation team uses interaction analytics to continuously improve the knowledge base. ## Why Did This Work? The 5 Reasons BQE’s AI Strategy Succeeded ### 1. Phased Deployment Proved Value Before Scaling BQE started with the help center, proved an 86% resolution rate, then expanded to API documentation and the public website. This is the blueprint for sustainable enterprise AI adoption. ### 2. Anti-Hallucination Technology Maintained Professional Trust For a complex ERP platform serving professional services firms, a fabricated answer damages trust and causes real operational harm. [CustomGPT.ai’s anti-hallucination technology](/content/anti-hallucination/index.html) restricts every response to verified BQE documentation with guardrails that refuse out-of-scope questions. ### 3. Context-Restricted Scoping Matched a Complex Product BQE CORE’s breadth required an AI scoped precisely to specific domains without blending contexts. [CustomGPT.ai’s context-aware chatbot technology](/content/context-aware-chatbot/index.html) ensured each deployment remained accurate to its designated scope. ### 4. Self-Service Scale Delivered Without Headcount Growth 180,000 support questions answered at 86% resolution represents a volume impossible to replicate manually. ### 5. Analytics-Driven Knowledge Base Improvement BQE’s documentation team uses CustomGPT.ai’s interaction analytics to identify question patterns, surface documentation gaps, and continuously improve the knowledge base, creating a compounding return on the initial AI investment. ## Who Is This Use Case Relevant For? | | | | --- | --- | | **Situation** | **Does This Apply to You?** | | You run a complex SaaS product with deep, nuanced documentation | CustomGPT.ai’s context-restricted AI handles the full breadth of product-specific questions | | Your support team is under pressure from growing query volume | An 86% AI resolution rate means 86 in every 100 queries never reach a human agent | | You need 24/7 support coverage without 24/7 staffing cost | CustomGPT.ai deploys across help centers, in-app resource centers, and websites simultaneously | | Accuracy and professional tone are non-negotiable for your customers | Anti-Hallucination Engine + enterprise guardrails enforce source-grounded, on-brand responses | | You want to convert website traffic into paying customers with AI | BQE’s website chatbot demonstrates how AI becomes a sales and marketing asset | | You want to improve your knowledge base using real customer data | CustomGPT.ai’s analytics surface documentation gaps and query patterns automatically | ## Frequently Asked Questions About BQE Software’s AI Customer Support ### What AI platform does BQE Software use for customer support? BQE Software uses CustomGPT.ai to power AI-assisted customer support, deploying context-restricted AI assistants across its help center, in-app resource center, API documentation site, and public website, all grounded in verified BQE documentation with zero hallucinations. ### What is BQE Software’s AI resolution rate? BQE Software achieved an 86% AI resolution rate, meaning 86 out of every 100 support queries are fully resolved by AI without human escalation. The AI has answered more than 180,000 support questions and handles 64% of all Help Center interactions. ### How does BQE Software prevent AI from giving inaccurate answers? CustomGPT.ai’s anti-hallucination technology restricts the AI to answering exclusively from BQE’s verified documentation. Enterprise guardrails refuse out-of-scope questions, never assume missing context, and route package-specific inquiries to account managers. ### What does BQE Software’s AI assistant cover? The BQE CORE AI Assistant covers permissions and security settings, time and expense workflows, project and phase structures, invoice handling and refunds, CORE API structure and usage, and UI navigation. A separate specialized chatbot handles the public API documentation site. ### Did BQE Software use AI only for customer support? No. BQE deployed AI in three phases: first for product support in the help center and in-app resource center, then for API documentation, and finally, a public website marketing and sales chatbot to guide prospective customers. ### How does the AI help BQE’s documentation team? BQE’s documentation team uses CustomGPT.ai interaction analytics to identify question patterns, surface knowledge base gaps, and continuously improve documentation quality, creating a compounding improvement cycle. ### Is CustomGPT.ai suitable for SaaS customer support use cases? Yes. BQE Software’s results demonstrate CustomGPT.ai’s fitness for complex SaaS support. The platform is SOC2 Type 2 and GDPR compliant, and its anti-hallucination engine ensures source-grounded responses appropriate for professional software products. ### What is BQE CORE? BQE CORE is BQE Software’s flagship all-in-one cloud platform for architecture, engineering, and professional services firms, handling project management, time tracking, billing, accounting, HR, CRM, payroll, and API integrations for thousands of firms processing billions in annual invoice volume. ### How many support questions has BQE Software’s AI answered? BQE Software’s AI assistants have answered more than 180,000 support questions, with the support assistant alone handling over 100,000 queries annually, and the volume continues to grow. ### What is next for BQE Software’s AI strategy? BQE is exploring new AI models to optimize accuracy, relevance, and speed, expanding the use of interaction analytics to improve documentation automatically, and evaluating additional AI applications within its existing business workflows. ### How does BQE’s use case compare to other CustomGPT.ai customers? BQE’s use case is distinctive for its phased multi-deployment strategy in a complex SaaS context.