Built an intelligent customer support system using OpenAI's agentic framework, integrating Dify, LangChain, and Chatwoot for seamless AI-human collaboration.
The Challenge
A growing SaaS platform was experiencing rapid growth in customer support ticket volume. Their support team was overwhelmed, leading to long response times, inconsistent answer quality, and increased customer churn. They needed a scalable solution that could handle routine inquiries automatically while seamlessly escalating complex issues to human agents.
Our Approach
Designed and implemented an agentic AI system using OpenAI's function calling and LangChain framework for orchestration
Integrated with Dify platform for prompt management and workflow configuration, enabling non-technical staff to refine responses
Built custom integrations with Chatwoot for seamless handoff between AI and human agents
Developed evaluation framework to measure response accuracy, customer satisfaction, and resolution rates
Implemented Kubernetes-based microservices architecture for scalability and reliability
Created Python-based service layer handling intent classification, context retrieval, and response generation
Designed monitoring and analytics dashboard to track performance metrics and identify improvement opportunities
Results
Significantly reduced average response times for customer inquiries
Automated resolution of routine support tickets without human intervention
Improved customer satisfaction through consistent, accurate responses
Scaled support operations to handle increased ticket volume efficiently
Maintained high system reliability and uptime for critical support operations