EPIC-17: Help System & AI Support Bot
| Field | Value |
|---|---|
| Total Story Points | 50 SP |
| Stories | 5 |
| Sprints | Sprint 74-77 |
| Priority | P1 - High |
| Dependencies | EPIC-1, EPIC-2, EPIC-14, EPIC-16 |
Overview
Schools need self-service support to reduce dependency on manual training and support tickets. This EPIC delivers an AI-powered help system with instant answers, guided tutorials, and contextual assistance.
Key Features
- Knowledge Base: Searchable help articles (EN + Hindi)
- Contextual Tooltips: Help icons on complex UI elements
- Onboarding Tours: Role-specific guided walkthroughs
- AI Chatbot: 24/7 RAG-powered support assistant
- Support Tickets: Escalation when AI can't help
Stories Summary
| Story | Title | SP | Key Features |
|---|---|---|---|
| 17.1 | Knowledge Base | 10 | Articles, search, categories, bilingual |
| 17.2 | Contextual Tooltips | 8 | Help icons, hover/click, article links |
| 17.3 | Onboarding Tours | 10 | Role-specific, step-by-step, progress |
| 17.4 | AI Chatbot | 13 | RAG, context-aware, escalation |
| 17.5 | Support Tickets | 9 | Create, track, attachments, resolution |
Success Metrics
| Metric | Target |
|---|---|
| Self-service resolution | >70% |
| AI bot accuracy | >85% |
| Onboarding completion | >80% |
| Support ticket reduction | >40% |
AI Chatbot Flow
User Question
↓
Classify Intent (HOW_TO, TROUBLESHOOT, etc.)
↓
RAG: Search Knowledge Base
↓
Generate Response (Claude API)
↓
Suggest Articles + Offer Escalation