Support Operations
Enterprise AI Customer Support & Service Operations Automation Platform
Phase 1–3 gates Passed
Omnichannel tickets, Qdrant RAG, multi-agent HITL, and SLA cockpit — not a FAQ chatbot.
M0–M10 complete · API 1.0.0 · Closeout 2026-09-11
The problem
Support spans siloed channels with ungrounded answers and no SLA cockpit.
Siloed channels
Email, chat, WhatsApp, and voice each create orphan tickets.
Ungrounded LLM answers
Policy and product facts invented; trust collapses.
Ungated high-risk actions
Refunds, security, angry customers auto-replied.
No SLA cockpit
Breaches discovered in spreadsheets, not queues.
Silent CRM/helpdesk drift
Retries duplicate notes; sync fails quietly.
The solution
FastAPI owns triage/RAG/HITL; n8n owns channel ingest and notify — refunds and security never auto-fire.
A Dockerized support ops platform that unifies email, chat, WhatsApp, and voice into governed tickets with RAG, HITL on high-risk actions, and helpdesk/CRM mocks.
Omnichannel tickets
Shared ticket brain across email, chat, WA, voice.
Qdrant RAG
Grounded replies with confidence gates.
Multi-agent HITL
High-risk refunds/security require approval packages.
Helpdesk/CRM mocks
Zendesk/HubSpot/Intercom/SF adapters for sync.
SLA + incident views
Queue breaches and multi-customer outages in one dashboard.
Channels → n8n ingest → FastAPI triage/RAG/HITL → Postgres/Qdrant → Zendesk/HubSpot mocks → portal/dashboard
Before → After
Architecture
Delivery
Milestone narrative from kickoff through closeout — all gates met.
| ID | Theme | Unlocked |
|---|---|---|
| M0–M1 | Architecture + skeleton | Compose stack, schema, FastAPI, n8n, health |
| M2–M3 | Core intelligence | Orchestrator/agents, RAG, primary integrations |
| M4–M5 | Reliability + HITL | Approvals, DLQ, audit, Phase 1 gate |
| M6–M7 | Depth + Phase 2 | Secondary channels/agents, Phase 2 regression |
| M8–M9 | Dashboard + scale | Ops UI RBAC, eval, observability, adapters |
| M10 | Closeout | Docs, UAT/smoke, KT pack, deliverables |
Proof
Verified on local Docker dry-run — no invented client metrics.
Phase gates
1–3 Passed
Support ops closeout
Milestones
M0–M10
Complete
API
1.0.0
Support platform
High-risk
HITL only
Refunds/security not auto-sent
Stack
- FastAPI
- n8n
- Postgres
- Redis
- Qdrant
- OpenAI
- Zendesk / HubSpot mocks
- Caddy
Want a system like this?
We build production AI ops platforms — multi-agent orchestration, RAG, CRM, and reliable automation — not one-off chatbot demos.