AcmeCommerce (AI Support Assistant)
Building an AI-powered customer support platform for AcmeCommerce.
Screenshots
AcmeCommerce was handling thousands of support questions each week, mostly repetitive issues like password resets, billing, subscription changes, and account setup.
The Problem
AcmeCommerce was handling thousands of support questions each week, mostly repetitive issues like password resets, billing, subscription changes, and account setup.
Goals
- Reduce repetitive ticket load on the support team
- Improve response speed during peak support hours
- Enable AI-first replies with seamless human handoff
Solution
Craftly built an AI Support Assistant platform combining conversational AI, knowledge retrieval, automated ticket routing, and analytics dashboards tailored to AcmeCommerce workflows.
- AI chat assistant embedded in the product
- Context-aware answers from help center and internal docs
- Automatic support ticket creation when escalation is needed
- Knowledge base management with article categories and updates
- Conversation monitoring for quality control and iteration
- Analytics dashboard for support performance
Delivery
- • Week 1: product scope, support workflow mapping, core chat foundation
- • Week 2: knowledge base retrieval, ticket routing, conversation tooling
- • Week 3: analytics dashboard, QA, production launch and handover
Milestones
- AI chat interface launched
- Automated ticket flow connected to support team
- Knowledge base tooling delivered
- Support analytics dashboard released
Outcome
Early MVP rollout outcomes during initial testing:
large share
Routine requests handled automatically
password, billing, subscription, and setup questions
significantly lower
Response time for common issues
instant AI-first responses through chat
improved
Agent focus on complex cases
less time spent on repetitive support tasks
Credibility
- Built for real support operations, not a prototype demo
- AI responses grounded in company documentation and ticket history
- Escalation flow designed for smooth handoff to human agents
- Founder-led senior delivery with fast iteration cycles
Quality checks
- • Conversation review and search for unresolved patterns
- • Knowledge source freshness checks
- • Escalation routing validation
- • Monitoring baseline for support KPIs
Tech stack
Frontend
Next.js, React, Tailwind CSS
Backend
Node.js API
Database
PostgreSQL, Redis
Deployment
Vercel
Proof & Deliverables
- ✓AI chat assistant
- ✓Support ticket management interface
- ✓Knowledge base manager
- ✓Conversation monitoring and analytics dashboard
Product dashboard • AI chat interface • Support ticket management • Knowledge base manager • AI training panel • Conversation logs • Analytics dashboard
AI-powered support systems are widely used to reduce ticket volumes and improve response times by automating routine interactions.