AI / Support Automation / 2026
AI Support Lab
Reusable AI support engine for classification, routing and answer drafts.
Overview
What it is
AI Support Lab is a reusable support automation layer for SaaS products: classification, routing, knowledge retrieval and draft responses.
Problem
Why it exists
Support automation often becomes a fragile set of prompts without metrics, logs, fallback rules or product-specific tools.
Solution
How it works
AI Support Lab is designed as a reusable backend component with structured events, knowledge base retrieval, confidence scoring and human-readable audit logs.
Features
Core capabilities
- Ticket classification
- RAG over product knowledge
- Suggested replies
- Routing and priority scoring
- Tool-ready backend architecture
- Metrics and evaluation hooks
Stack
Technology
Python
FastAPI
PostgreSQL
Embeddings
LLM
Redis