Cosmic

Overview

Cosmic is an AI-native customer support platform at cosmic.jxngrx.com built for B2B SaaS teams. It replaces robotic chatbots with context-aware chat and voice support that speaks in your brand voice—and knows when to loop in a human teammate.

What It Is

Cosmic unifies AI-first conversations, an operator co-pilot dashboard, and enterprise-grade security in one stack. Support teams deploy an embeddable widget, connect product docs and release notes via RAG, and let Cosmic handle tier-1 tickets while agents review AI-drafted replies instead of starting from scratch.

The platform supports OpenAI, Anthropic, and Grok models, VAPI voice streaming, Clerk team management, and AWS Secrets Manager for credentials—designed for teams that need 24/7 coverage without growing headcount linearly.

Who It's For

• High-growth B2B SaaS teams with rising ticket volume and flat support budgets
• Support leaders who want AI assistance without sacrificing trust or compliance
• Operators who need fast handoffs, live queues, and post-resolution automation

How It Works

1. Ingest — Connect documentation, release notes, and approved knowledge sources via RAG.
2. Configure — Set tone, guardrails, confidence thresholds, and escalation rules.
3. Deploy — Embed Cosmic on web apps; enable chat and optional voice channels.
4. Resolve — AI answers with context; low-confidence threads route to the Operator Dashboard with summaries and draft replies.
5. Scale — Add channels, automate workflows, and review analytics as volume grows.

Key Features

• AI-First Conversations: On-brand chat and voice grounded in your knowledge base.
• Operator Co-Pilot: Live queue, context stitching, AI-drafted responses, and role-based access via Clerk.
• Confidence Escalation: Automatic human handoff when sentiment or confidence crosses thresholds.
• Security & Trust: AWS Secrets Manager, audit trails, PII redaction, and SSO-ready permissions.
• Developer Toolkit: Embeddable widget, REST/GraphQL APIs, and Turborepo monorepo for fast CI/CD.
• Voice Support: VAPI-powered streaming with transcripts synced to support systems.

Why I Built This

SaaS support teams are stuck between brittle chatbots and expensive headcount. Cosmic is my attempt to blend human empathy with machine efficiency—every response grounded in product knowledge, every escalation carrying full context, and every deployment built with security reviews alongside feature work.

Technical Architecture

Frontend

• Next.js 15 and React 19 for the marketing site, operator dashboard, and embeddable widget
• TypeScript and Tailwind CSS with shadcn/ui for a consistent design system
• Clerk for authentication, team roles, and workspace management

Backend & AI

• Convex for real-time chat state, agents, and message persistence
• RAG pipelines indexing docs, tickets, and release notes for grounded answers
• VAPI for voice streaming, routing, and transcript sync
• AWS Secrets Manager for API keys, webhooks, and environment config
• Sentry for monitoring tuned to support SLAs

Platform outcomes (target benchmarks)

Cosmic is positioned to help teams reduce support operating costs by up to 70%, improve response-time SLAs by ~60%, and maintain enterprise security posture from day one—with rollout playbooks from fast-start pilots to multi-region enterprise launches.

Technical Implementation

RAG-based knowledge search

Indexes company knowledge bases and documentation, retrieves relevant context before generation, and supports scheduled or API-triggered refreshes so answers stay current.

Real-time chat infrastructure

WebSocket-backed delivery with message history, typing indicators, and seamless escalation threads that preserve full customer context for human agents.

Voice AI integration

VAPI streaming for natural voice support with transcripts, summaries, and outcomes synced into operator workflows.

Multi-workspace architecture

Isolated workspaces per client with shared infrastructure, workspace-scoped branding, and centralized admin oversight.

Embeddable widget

Lightweight JavaScript embed with customizable styling, event callbacks, and responsive layout for host sites.

Security & Privacy

• AWS Secrets Manager for API keys and sensitive credentials
• Audit trails, PII redaction, and data residency controls
• SSO/SAML, MFA, and granular role-based permissions
• Sentry monitoring with alerting aligned to support SLAs

Future Enhancements

• Advanced analytics and conversation insights dashboards
• Custom model tooling and deeper CRM integrations
• Expanded multi-language voice and chat coverage
• Enterprise rollout templates with SOC 2 alignment support