Artificial Intelligence

Customer Support AI Agent

Customer Support AI Agent

Overview

Customer Support AI is a production-grade intelligent support agent that handles Tier-1 customer inquiries autonomously using large language models and NLP. The system ingests support tickets from Telegram bots, web chat widgets, and email, classifies them by intent and urgency, and either resolves them automatically using a knowledge base or routes them to the appropriate human agent with full context. It learns continuously from resolved tickets and integrates with business workflows via n8n.

Key Features

  • Multi-LLM support: OpenAI GPT-4, local Ollama, and Claude via API
  • Intent classification and urgency scoring for intelligent ticket routing
  • Knowledge base with vector similarity search (semantic FAQ matching)
  • Multi-channel intake: Telegram Bot, web chat widget, email parsing
  • Escalation workflows with full conversation context handoff to agents
  • Real-time WebSocket chat interface for live customer interactions
  • Analytics dashboard: resolution rate, response time, CSAT scores
  • Automated follow-up sequences for unresolved tickets
  • Integration with CRM systems for customer history lookup
  • Continuous fine-tuning pipeline from resolved ticket pairs

Highlights

  • Autonomously resolves 65% of Tier-1 tickets without human intervention
  • Average first response time reduced from 4 hours to under 30 seconds
  • Vector-powered semantic search prevents redundant ticket creation
  • GDPR-compliant with configurable data retention policies
  • Scales to handle 10,000+ concurrent conversations with async architecture

Technology Stack

Python 3.12FastAPIOpenAI APIOllamaChromaDBn8nTelegram Bot APIWebSocketsPostgreSQLRedis