AssistIQ Support Engine
Intelligent ticket triage and support operations workspace integrating automatic categorization, SLA risk monitoring, and knowledge base retrieval.
The Business Challenge
Fast customer growth overwhelmed the support team with unstructured support tickets, causing SLA breach warnings and inconsistent response quality.
Technical Solution & Architecture
Constructed a high-speed support workspace using Next.js and Python microservices. Integrated intelligent topic classification, priority routing, automated canned response suggestions, and SLA timers.
Architectural Highlights
Measurable Business Outcomes
Improved initial customer response time by 51%
Reduced ticket triage workload by 65%
Maintained zero SLA breach penalties over 60 consecutive days
Key Features & Capabilities
Maintaining instantaneous search responsiveness across tens of thousands of support histories without high cloud hosting overhead.
Pre-indexing support article embeddings and caching frequently accessed responses dramatically lowers processing latency.
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