AI Support SaaS Platform: Enterprise Customer Support Automation

Overview

AI Support SaaS Platform is a comprehensive B2B solution designed to revolutionize customer support through intelligent automation. The platform combines real-time chat, voice AI, and RAG-based knowledge search to provide instant, accurate responses while maintaining the option for human escalation when needed.

Key Features

• Real-time Chat Interface: Instant customer support with AI-powered responses
• Voice AI Integration: Voice-to-voice support using VAPI for seamless communication
• RAG-based Knowledge Search: Retrieval-Augmented Generation for accurate, context-aware responses
• Auto-resolution: AI automatically resolves common queries without human intervention
• Human Escalation: Seamless handoff to human agents when needed
• Multi-workspace Support: Manage multiple client workspaces from a single dashboard
• Team Management: Role-based access control and team collaboration features
• Embeddable Widget: Easy integration into existing websites and applications
• Subscription Billing: Integrated billing system for SaaS monetization

Why I Built This

I built this platform to address the growing need for scalable, intelligent customer support solutions. Traditional support systems require significant human resources, while AI-powered solutions often lack context awareness and accuracy. This platform bridges that gap by combining the best of both worlds—intelligent AI with human oversight.

Technical Architecture

Frontend

The frontend is built with modern technologies focused on performance and developer experience:

• Next.js: Server-side rendering and optimized performance
• TypeScript: Type-safe development and better code quality
• Convex: Real-time database for instant chat synchronization
• Clerk: Authentication and user management

Backend & AI Integration

The platform leverages cutting-edge AI and backend technologies:

• Convex DB: Real-time database for chat messages and state management
• VAPI: Voice AI integration for voice-to-voice customer support
• RAG System: Retrieval-Augmented Generation for context-aware AI responses
• AWS: Secure key storage and cloud infrastructure

Key Integrations

• Clerk Authentication: Secure user authentication and session management
• Subscription Billing: Integrated payment processing for SaaS subscriptions
• AWS Key Management: Secure storage of API keys and sensitive credentials
• Embeddable Widget: JavaScript widget for easy integration

Technical Implementation

RAG-based Knowledge Search

Implemented a Retrieval-Augmented Generation system that:

• Indexes company knowledge bases and documentation
• Retrieves relevant context before generating AI responses
• Ensures accurate, company-specific answers
• Continuously improves through feedback loops

Real-time Chat Infrastructure

Built a scalable real-time chat system:

• WebSocket connections for instant message delivery
• Message persistence and history
• Typing indicators and read receipts
• Support for file attachments and rich media

Voice AI Integration

Integrated VAPI for voice support:

• Voice-to-voice conversations with customers
• Text-to-speech and speech-to-text conversion
• Real-time audio streaming
• Multi-language support capabilities

Multi-workspace Architecture

Designed a scalable multi-tenant system:

• Isolated workspaces for each client
• Shared infrastructure with data isolation
• Workspace-specific configurations and branding
• Centralized admin dashboard

Embeddable Widget

Developed a JavaScript widget for easy integration:

• One-line script installation
• Customizable styling and branding
• Event callbacks for analytics
• Responsive design for all devices

Technical Challenges & Solutions

Challenge 1: RAG System Implementation

• Problem: Implementing efficient retrieval and generation that provides accurate, context-aware responses
• Solution: Built a hybrid system combining vector embeddings for semantic search with fine-tuned language models for generation

Challenge 2: Real-time Chat Synchronization

• Problem: Ensuring message consistency across multiple clients and devices
• Solution: Leveraged Convex's real-time capabilities for instant synchronization with conflict resolution

Challenge 3: Voice AI Latency

• Problem: Reducing latency in voice conversations for natural interaction
• Solution: Optimized audio streaming, implemented caching strategies, and used edge deployments

Challenge 4: Multi-tenant Security

• Problem: Ensuring data isolation and security across multiple workspaces
• Solution: Implemented row-level security policies and workspace-scoped data access

Challenge 5: Embeddable Widget Performance

• Problem: Creating a lightweight, performant widget that doesn't impact host site performance
• Solution: Lazy loading, code splitting, and minimal bundle size optimization

Features Deep Dive

Auto-resolution System

The platform can automatically resolve a wide range of common customer queries:

• Product information and FAQs
• Order status and tracking
• Account management requests
• Technical troubleshooting
• Policy and procedure questions

When a query can't be resolved automatically, the system seamlessly escalates to human agents with full context.

Human Escalation Workflow

When escalation is needed:

1. AI provides a summary of the conversation
2. Ticket is created with full context
3. Available agent is notified
4. Agent can review history and continue seamlessly
5. Customer experience remains smooth throughout

Team Management

Comprehensive team features:

• Role-based permissions (Admin, Agent, Viewer)
• Team member invitations and management
• Activity logging and analytics
• Performance metrics per team member

Subscription Billing

Integrated billing system supports:

• Multiple subscription tiers
• Usage-based pricing
• Automated billing cycles
• Payment method management
• Invoice generation

Security & Privacy

• Secure Key Storage: AWS Key Management Service for API keys
• Data Encryption: End-to-end encryption for sensitive data
• Compliance: GDPR and SOC 2 compliance considerations
• Access Control: Role-based access control throughout the platform

Future Enhancements

• Advanced analytics and reporting dashboard
• Custom AI model training per workspace
• Integration with popular CRM systems
• Mobile app for agent management
• Multi-language support expansion
• Advanced analytics and conversation insights
• A/B testing for AI responses