AI Customer Support Agent

6 Interactive Sessions

Short, interactive sessions — watch it work, steer it, then build it yourself. Go deeper anytime with the full code walkthrough.

1. 1

   The Data Lake — five source types, one searchable shape

   Before an agent can answer a single ticket, the answer — which already exists somewhere — has to become findable: five support sources normalized into one unified store with the metadata that later powers routing and retrieval.

2. 2

   Classification — a sentence becomes something routable

   Turn a raw sentence into a structured, routable profile: what does the customer want (intent), how urgent is it (priority), what area is it (topic), and what concrete things did they mention (entities)?

3. 3

   Knowledge Retrieval — the right passage, not fifty docs

   Get the one right passage for the customer's question — an FAQ fast path for common questions, hybrid search with source-authority boosting and popularity signals for the rest, and snippet extraction so the answer is the relevant paragraph, not the whole article.

4. 4

   Response Engine — answer, or escalate with context

   The agent has a draft answer. Should it send it or hand to a human? High-confidence, routine and safe → auto-respond. Low-confidence, sensitive, or with no good source → escalate to a human, carrying the full context. Knowing which is the whole game.

5. 5

   The Support Desk — the pipeline becomes a product

   Wire the whole pipeline into a chat app: the customer types, a classification badge appears, the retrieved sources show, the answer streams — and when it escalates, the escalate button hands the human the full context, not a blank slate.

6. 6

   Deploy & Monitor — is it actually helping?

   Ship the agent to the channels customers live in (Slack, email, chat), then watch the numbers that tell you whether it's helping — resolution rate, CSAT, escalation rate, time-to-resolve — and close the loop by feeding low-CSAT answers back into the knowledge base.

What you walk away with