24/7 Premium Support Excellence

AI-powered support platform delivering 24/7 availability with 70%+ automated resolution rate, intelligent escalation, and seamless human handoff.

Overview

The Premium Support system combines AI agents, a semantic knowledge base, and intelligent routing to provide instant, accurate support while freeing human agents for complex issues.

Key Performance Targets

Metric	Target	Description
Resolution Rate	70%+	Issues resolved without human
Response Time	under 5 seconds	AI response latency
CSAT Score	over4.0/5.0	Customer satisfaction
Availability	24/7	Always-on support
Escalation Rate	under 30%	Human handoff rate

Architecture

Components

Component	Location	Purpose
Support Agent	Python AI/ML	Main orchestration service
Intent Classifier	Python AI/ML	Message classification via ACP
Resolution Engine	Python AI/ML	KB search + AI generation
Knowledge Base	Python + Vectorize	Semantic search over docs
Escalation Service	Go Gateway	Human handoff with context
Proactive Engine	Python AI/ML	Issue prediction & prevention

Support Agent

The core AI agent that handles customer conversations.

Capabilities

Feature	Description
Multi-Channel	Chat, email, phone support
Intent Classification	Category, urgency, sentiment detection
Knowledge Search	Semantic search across articles, FAQs, guides
Automated Resolution	AI-generated responses with confidence
Context Preservation	Full conversation history on escalation
Proactive Support	Detect issues before customers report

Session Lifecycle

Intent Classification

The AI classifies every message to determine handling.

Categories

Category	Description	Example
account	Login, profile, settings	"I can't log in"
billing	Invoices, payments, subscriptions	"Why was I charged?"
technical	Bugs, errors, integrations	"App crashes on startup"
feature	How-to, capabilities	"How do I export reports?"
orders	Order issues, tracking	"Where's my order?"
inventory	Stock, suppliers	"Low inventory alert"
scheduling	Shifts, time off	"Can't see my schedule"
training	Onboarding, learning	"How do I use KDS?"

Urgency Levels

Level	Response SLA	Triggers
Critical	Immediate	System down, data loss, security
High	15 minutes	Major functionality broken
Medium	30 minutes	Feature not working
Low	1 hour	Questions, feature requests

Sentiment Detection

Sentiment	Handling	Model Tier
Positive	Standard	T2
Neutral	Standard	T2
Negative	Enhanced empathy	T3
Frustrated	Priority + empathy	T3-T4
Angry	Immediate escalation	Escalate

Knowledge Base

Semantic search over support content.

Content Types

Type	Structure	Index
Articles	Title, content, category, tags	support-rag
FAQs	Question, answer, related articles	support-rag
Troubleshooting Guides	Problem, steps, expected outcomes	support-rag

Search Features

Feature	Description
Semantic Search	Vector similarity via Vectorize
Category Filtering	Scope search by issue type
Relevance Scoring	Confidence-based ranking
Full Document Retrieval	Get complete articles

Example Search

POST /api/v1/support/search
{
  "query": "printer not printing receipts",
  "category": "technical",
  "limit": 5
}

# Response
{
  "results": [
    {
      "id": "article-123",
      "title": "Troubleshoot Receipt Printer Issues",
      "score": 0.89,
      "type": "guide"
    },
    ...
  ]
}

Resolution Engine

AI-powered response generation.

Process

1. Search Knowledge Base - Find relevant articles/FAQs
2. Build Context - Combine KB results + conversation history
3. Select Model Tier - Based on urgency (T2-T4)
4. Generate Response - AI creates helpful answer
5. Evaluate Confidence - Determine if resolved or escalate

Model Tier Selection

Urgency	Model Tier	Cost
Low/Medium	T2 (Gemini Flash)	$0.10/M
High	T3 (Gemini 3 Flash)	$0.50/M
Critical	T4 (Claude Haiku)	$1.00/M

Confidence Scoring

Factor	Impact
KB results found	+30%
Fresh conversation (under 3 messages)	+10%
Positive sentiment	+5%
Multiple resolution attempts	-10% each

Escalation System

Intelligent handoff to human agents.

Escalation Triggers

info

Escalation to a human agent preserves the full AI conversation history, intent classification, and suggested resolution steps. Human agents receive this context automatically, so customers do not need to repeat their issue.

Trigger	Condition
Keyword Detection	"speak to human", "manager", "refund"
Resolution Attempts	3+ failed attempts
Negative Sentiment	Angry or frustrated customer
Critical Urgency	System-critical issues
User Request	Explicit escalation request
Time Threshold	over15 minutes unresolved

Context Handoff

When escalating, full context transfers to human agent:

{
  "ticket_id": "TKT-2026-001234",
  "customer": {
    "id": "user-123",
    "name": "John Smith",
    "email": "john@example.com"
  },
  "category": "billing",
  "urgency": "high",
  "sentiment": "frustrated",
  "conversation_history": [...],
  "ai_resolution_attempts": 2,
  "suggested_actions": [
    "Review billing history",
    "Customer sentiment is negative - approach with empathy"
  ],
  "knowledge_base_articles": ["article-456", "faq-789"]
}

Queue Management

Priority	Wait Time	Assignment
Critical	under 5 min	Senior agent
High	under 15 min	Any available
Medium	under 30 min	Next available
Low	under 1 hour	Batch queue

API Reference

Start Session

POST /api/v1/support/sessions
Content-Type: application/json
Authorization: Bearer YOUR_TOKEN

{
  "user_id": "uuid",
  "user_name": "John Smith",
  "user_email": "john@example.com",
  "channel": "chat"
}

# Response
{
  "session_id": "uuid",
  "greeting": "Hello, John! I'm your AI support assistant...",
  "status": "open"
}

Send Message

POST /api/v1/support/sessions/{id}/messages
{
  "content": "I can't log into my account"
}

# Response
{
  "message_id": "uuid",
  "response": "I understand you're having trouble logging in...",
  "classification": {
    "category": "account",
    "urgency": "medium",
    "sentiment": "neutral"
  },
  "resolved": false,
  "sources": ["article-123"]
}

Request Escalation

POST /api/v1/support/sessions/{id}/escalate
{
  "reason": "User requested human agent",
  "preferred_contact": "chat"
}

# Response
{
  "ticket_id": "TKT-2026-001234",
  "assigned_team": "Account Services",
  "estimated_wait": "5 minutes",
  "queue_position": 2
}

Get Session History

GET /api/v1/support/sessions/{id}/history

# Response
{
  "session_id": "uuid",
  "status": "resolved",
  "messages": [...],
  "resolution_summary": "Password reset completed",
  "satisfaction_rating": 5
}

List Sessions (Admin)

GET /api/v1/support/sessions?status=open&limit=50

# Response
{
  "total": 127,
  "sessions": [
    {
      "session_id": "uuid",
      "user_name": "John Smith",
      "status": "in_progress",
      "category": "billing",
      "urgency": "high",
      "created_at": "2026-01-07T10:30:00Z"
    },
    ...
  ]
}

Analytics

GET /api/v1/support/analytics?start_date=2026-01-01&end_date=2026-01-07

# Response
{
  "total_sessions": 1547,
  "resolved_count": 1150,
  "escalated_count": 397,
  "resolution_rate": 0.74,
  "escalation_rate": 0.26,
  "avg_resolution_time_seconds": 180,
  "avg_csat": 4.2,
  "category_breakdown": {
    "account": 423,
    "billing": 312,
    "technical": 456,
    "orders": 356
  }
}

Data Models

Support Session

Field	Type	Description
id	UUID	Session identifier
tenant_id	UUID	Tenant ownership
user_id	UUID	Customer identifier
channel	Enum	chat, email, phone
category	Enum	Issue category
urgency	Enum	low, medium, high, critical
sentiment	Enum	positive, neutral, negative, frustrated, angry
status	Enum	open, in_progress, awaiting_user, resolved, escalated, closed
messages	Array	Conversation messages
resolution_attempts	Int	AI resolution attempts
escalated	Boolean	Was escalated
csat_score	Int	1-5 satisfaction rating

Support Message

Field	Type	Description
id	UUID	Message identifier
role	Enum	user, agent, system
content	String	Message text
timestamp	Timestamp	Send time
metadata	JSON	Intent, sources, etc.

Proactive Support

AI-driven issue prevention.

Detection Capabilities

Type	Detection Method
Error Patterns	Log analysis, error clustering
Usage Anomalies	Baseline deviation detection
Feature Adoption	Unused capability suggestions
Health Issues	System metrics monitoring

Proactive Interventions

Trigger	Action
High error rate	Alert + suggested fix
Low usage	Feature education
Pending issues	Preemptive outreach
Training opportunity	Tips & tutorials

Best Practices

For Customers

1. Be Specific - Describe the exact issue
2. Include Context - What were you doing?
3. Share Errors - Copy error messages
4. Rate Responses - Help improve the AI

For Administrators

1. Update Knowledge Base - Keep articles current
2. Monitor Escalation Rate - Target under 30%
3. Review CSAT Trends - Address declining scores
4. Train AI - Add new FAQ patterns

Security & Compliance

Control	Implementation
Tenant Isolation	Sessions scoped to tenant
PII Protection	Sensitive data masking
Audit Logging	All interactions logged
Data Retention	Configurable per tenant
GDPR Compliance	Export/delete on request

Metrics & Monitoring

Key Metrics

Metric	Alert Threshold
Resolution Rate	under 60%
Response Time	over10 seconds
CSAT Score	under 3.5
Escalation Rate	over40%
Queue Wait Time	over30 minutes

Dashboard Widgets

• Active sessions by status
• Resolution rate trend
• CSAT score distribution
• Category breakdown
• Agent performance

Related Documentation

• ACP AI Router - Model tier selection
• Cockpit Operations - Support monitoring
• AI Gateway API - AI inference

Changelog

Version	Date	Changes
3.0.0	2026-01-07	Initial release with AI agent