AI Support Engineer — AI-Powered Customer Support Copilot

An AI-powered support copilot that layers on top of a customer support CRM. Support agents can analyze tickets, surface similar resolved cases, generate reply drafts, and ask free-form questions — all powered by OpenAI, running asynchronously with live status updates in the browser.

Features

• Ticket Analysis: Extracts signals, hypotheses, and clarifying questions from support tickets
• Similar Case Retrieval: Vector search with pgvector (HNSW indexing) surfaces relevant resolved cases
• Draft Reply Generation: Multi-tone drafts — Professional, Friendly, Concise, or Surfer
• Free-Form Chat: Conversation memory for contextual Q&A on any ticket
• Knowledge Base RAG: Full RAG pipeline over an indexed knowledge base
• Async Job Execution: Polling-based status updates keep the UI live without blocking
• PII Redaction: Sensitive data scrubbed before any external API call
• Interactive Demo Mode: Try the app without a real CRM account
• Full Audit Trail: Every ticket change is logged

Tech Stack

Next.js 15 (App Router) · TypeScript · PostgreSQL (Neon) · Prisma · pgvector · OpenAI (gpt-4o-mini, text-embedding-3-small) · Clerk · Tailwind CSS v4 · Vitest · Playwright