Home/ Part XII — Building Real Products (End-to-End Projects)/35. Project 4: Customer Support Triage Assistant

35. Project 4: Customer Support Triage Assistant

Overview and links for this section of the guide.

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The Problem
The Solution
Where to go next

The Problem

Customer support teams are drowning. They get 1,000 emails a day. 40% are "Where is my order?", 30% are "I want a refund," and 30% are complex technical issues.

Humans shouldn't waste time reading "Where is my order?" emails. They should only handle the complex ones.

The Solution

We will build a triage bot that sits between the inbox and the support team.

Classify: Is this Billing, Shipping, or Technical?
Extract: Pull out Order IDs, Dates, and Usernames.
Action:
- If "Shipping" + Order ID found: Call the Shipping API, get status, draft an email reply.
- If "Technical": Assign to the engineering queue with high priority.