Mirza AI - Intelligent Customer Support Platform
Technology / SaaS20246 weeks

Mirza AI - Intelligent Customer Support Platform

AI-Powered RAG Chatbot with Human Agent Fallback

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CLIENT

AI Solutions Agency

MY ROLE

Full-Stack Developer & AI Integration Specialist

TIMELINE

6 weeks

The Challenge

The client needed an intelligent customer support solution that could handle common queries automatically while seamlessly transitioning to human agents for complex issues. The system had to learn from company documentation and provide accurate, context-aware responses.

Key Challenges:

  • High volume of repetitive customer support queries
  • Need for 24/7 availability without hiring night shifts
  • Requirement to maintain conversation context across channels
  • Integration with existing knowledge base and documentation

The Solution

I developed a comprehensive AI-powered platform combining RAG (Retrieval Augmented Generation) technology with real-time human agent support, creating a hybrid approach that maximizes efficiency while maintaining quality.

AI RAG Implementation

Built a custom RAG system using OpenAI embeddings and vector database to provide context-aware responses from the company knowledge base

Real-time Chat Infrastructure

Implemented Socket.IO for real-time bidirectional communication between customers, AI, and human agents

Intelligent Routing

Created smart routing logic to detect when AI confidence is low and seamlessly transfer to human agents

Admin Dashboard

Developed a comprehensive dashboard for agents to monitor conversations, train the AI, and access analytics

Technologies Used

Next.jsNode.jsExpressSocket.IOOpenAI APIVector DatabaseMongoDBTailwindCSSRAG Architecture

Key Features

AI-powered chat widget with company branding
Real-time human agent takeover capability
Context-aware responses using RAG
Multi-language support
Conversation history and analytics
Knowledge base management system
Agent performance tracking

Results & Impact

85%
Response Time Reduction
Average response time decreased from 8 minutes to 70 seconds
60%
Support Queries Automated
AI successfully handled 60% of queries without human intervention
4.7/5
Customer Satisfaction
Customer satisfaction score increased by 35%
$45K/year
Cost Savings
Reduced support staff requirements, saving on operational costs

Business Outcomes:

  • Successfully deployed to production serving 1000+ daily users
  • Reduced average resolution time from 2 hours to 15 minutes
  • Enabled 24/7 support coverage without additional hiring
  • Created scalable knowledge base that improves over time

Technical Highlights

Scalable Vector Search

Implemented efficient semantic search using embeddings, enabling the AI to find relevant information from thousands of documents in milliseconds

Seamless Handoff Protocol

Designed a smooth transition mechanism that passes full conversation context to human agents, ensuring continuity

Performance Optimization

Optimized API calls and implemented caching strategies, reducing response latency by 70%

"
Amin delivered an exceptional AI solution that transformed our customer support. The seamless integration between AI and human agents has significantly improved our efficiency while maintaining quality.
Technical Team Lead
Mirza Solutions

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