IT Support Copilot

Ticket information is scattered across emails, manual logs, and internal systems. Agents face repeated tickets for the same issues like password resets and general inquiries. Response consistency varies, leading to inconsistent customer experiences, and generic systems often fail to correctly process internal knowledge.

An intelligent support ecosystem that automates the ticket lifecycle — a centralized dashboard that uses AI to instantly categorize and prioritize incoming tickets, an automated First-Response system that drafts accurate answers from internal documentation, and real-time sentiment tracking that flags frustrated customers for immediate human intervention.

• User submits a technical issue on the website
• AI classifies the ticket and retrieves a specific solution from the knowledge base
• User attempts the fix and marks it Resolved or Unresolved
• Unresolved issues auto-escalate with a Ticket ID and email alert to IT staff

• Retrieval-augmented generation (RAG) — over internal documentation
• Automated ticket classification and prioritization
• First-response draft generation
• Real-time sentiment tracking

• Frontend: Next.js, Tailwind CSS (agent dashboard)
• AI / LLM: OpenAI API, LangChain (RAG and orchestration)
• Database / vector store: Supabase, Pinecone
• Dev: Cursor / VS Code, GitHub, Vercel