Aura AI Customer Support Agent
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Overview
An intelligent AI customer support agent that handles multi-channel inquiries with natural language understanding, context retention, and seamless human escalation.
The Challenge
Customer support team was overwhelmed with 10,000+ weekly inquiries across email, chat, and social media. Needed an AI solution that could understand context, maintain conversation history, and escalate appropriately.
Our Solution
Built a multi-LLM pipeline with Claude API for primary reasoning, fine-tuned a smaller model for intent classification, and implemented RAG for knowledge base retrieval. Integrated with Zendesk, Slack, and Twitter.
The Result
Automated 75% of support inquiries, reduced average response time from 4 hours to 30 seconds, and maintained 92% customer satisfaction rate.
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