Support System

Project details ...

01

Challenge

Developing an AI-powered ticket management system to automate customer support operations. The solution had to handle requests across multiple channels — Telegram, Slack, Instagram, Facebook and Email — providing 24/7 automated support.

02

Solution

Created intelligent ticket routing algorithms with dynamic prioritization based on urgency, sentiment analysis and agent workload. Implemented sentiment analysis pipelines for automatic detection of customer dissatisfaction and escalation of critical cases.

03

Result

Achieved 42% reduction in average resolution time. The system is built on a modular architecture that integrates CRM systems, knowledge bases and communication platforms. Developed real-time monitoring dashboards with AI bot performance analytics.