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PrototypeResearch Phase
Intelligent Customer Support Assistant
An AI-powered assistant that handles customer enquiries and routes complex queries.
AI and Automation
Project showcase
Focus
Intelligent Customer Support Assistant visualised through a representative product image.
This item is presented as a prototype and does not represent a completed client engagement.
Overview
About this project.
This prototype explores how AI agents can reduce the volume of enquiries that require human attention, while maintaining a high quality of response.
The challenge
Small and medium organisations often lack dedicated support teams but still receive a high volume of repetitive customer enquiries. Responding consistently and promptly is resource-intensive.
The proposed solution
An AI assistant trained on organisation-specific information that can answer common questions, guide users through standard processes and escalate to humans when needed.
Key features.
Intent recognition
Classifies incoming messages into defined categories.
Knowledge base integration
Draws answers from a structured information base.
Escalation logic
Identifies when a query requires human review and routes it appropriately.
Conversation logging
Records all interactions for review and improvement.
Admin interface
Simple interface for updating the knowledge base.
How it was built.
Research
Reviewed existing chatbot architectures and intent classification approaches.
Prototype design
Defined the conversation flow and escalation rules.
Build
Developed the prototype using a combination of rule-based and AI-assisted classification.
Testing
Evaluated performance across a set of representative queries.
Current status
This is an internal prototype at the research and development stage. It is not currently deployed for any client.
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