Customer Support AI
AI SystemsThe Challenge
The hard part of support automation is not producing an answer. It is deciding when not to answer, and when to hand the conversation to a human.
The Architecture
Classification, routing, and response generation are separate stages. A confidence threshold controls the routing decision, so low-confidence cases escalate automatically instead of shipping a wrong answer. Sentiment analysis feeds the routing input rather than sitting on top as a cosmetic feature.
Implementation & Docs
Prompts and classification rules live in configuration, so feedback from the support team applies without a deploy cycle. Every automated response writes a decision trail, which is what makes quality review possible after the fact.
Confidence Gated
Escalation
Config Driven
Prompt Layer






