SupportGenius AI
An intelligent customer support platform with NLP-powered ticket routing and automated responses.
Project Overview
We built this AI-driven customer support solution that automatically categorizes, prioritizes, and routes support tickets using natural language processing. The system includes a knowledge base with self-learning capabilities, sentiment analysis for urgent ticket detection, and seamless integration with popular CRM platforms. The AI assistant handles 40% of routine inquiries automatically while escalating complex cases to human agents with full context.
Challenges
- Achieving 90%+ accuracy in intent classification across 32 industries
- Reducing model bias in ticket prioritization
- Handling 50,000+ concurrent support conversations
- Maintaining sub-second response time during peak hours
Solutions
- Developed industry-specific fine-tuning pipeline with active learning
- Implemented fairness constraints in ML models + monthly bias audits
- Architected event-driven microservices with Kafka message partitioning
- Created auto-scaling GPU inference clusters with request batching
Technologies Used
"The AI platform transformed our support operations, handling thousands of daily inquiries with precision while maintaining our brand voice in automated responses."
Project Details
ServiceFirst Solutions
7 months
9 developers
$125,000
April 2024
Key Features
Achievements
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