Aegis
AI-powered ticket classification, sentiment analysis, auto-response generation, and intelligent escalation routing.
Project presentation
Download MP4Live system presentation
Aegis · Agent Mesh
Ticket Ingestion
Support tickets arrive via email, chat, social, or phone.
Technical Design
Real-time ticket processing pipeline with sentiment analysis and intelligent routing. RAG-powered knowledge retrieval enables accurate auto-responses while maintaining human escalation paths.
System Components
Ticket Classifier
NLP-based categorization with urgency detection
Sentiment Analyzer
Real-time emotional tone assessment
Response Generator
RAG-powered response drafting from knowledge base
Escalation Router
Intelligent routing based on complexity and sentiment
Analytics Engine
Support metrics aggregation and trend detection
Data Flow
Technology Choice
Azure AI Foundry + LangChain
Azure AI Foundry enables fast NLP model deployment. LangChain's RAG patterns simplify knowledge base integration for accurate responses.
Alternatives Considered
Zendesk AI + Custom ML, Salesforce Einstein + LlamaIndex
Core Frameworks
Azure AI Foundry
NLP models for classification and response
LangChain
RAG pipeline and response generation
Azure AI Search
Knowledge base vector storage
Azure Communication Services
Multi-channel ticket ingestion
Implementation Plan
Knowledge Base
- Document ingestion
- Vector indexing
- Search optimization
Classification System
- Ticket categorization
- Sentiment analysis
- Priority scoring
Response Generation
- RAG response drafting
- Quality scoring
- Human review workflow
Analytics & Optimization
- Dashboard
- Trend analysis
- Model tuning
Key Milestones
Risk Mitigation
Key Features
Ticket Classification
AI-powered categorization of incoming tickets by topic, urgency, and channel using NLP.
Sentiment Detection
Real-time sentiment analysis to identify frustrated customers and trigger priority escalation.
Auto-Response
Context-aware automated responses using RAG from knowledge base articles and past resolutions.
Escalation Routing
Intelligent escalation based on sentiment, complexity, SLA deadlines, and agent specialization.
Knowledge Base RAG
RAG-powered retrieval from your entire support knowledge base using Azure AI Search.
CSAT Tracking
Automated satisfaction surveys with sentiment correlation and trend analysis.
How It Works
Ticket Ingestion
Support tickets arrive via email, chat, social, or phone.
Classification
AI detects topic, intent, urgency, and customer segment.
Sentiment Analysis
Evaluate emotional tone and flag negative sentiment.
Priority Assignment
Determine priority based on classification and sentiment.
Response or Routing
Auto-resolve or route to optimal human agent with context.
Resolution
Ticket resolved with full audit trail.
Feedback Collection
Automated CSAT survey with sentiment correlation.
Analytics
Aggregate data for trends, performance, and insights.
Multi-Agent Architecture
Classification Agent
Categorizes every incoming ticket by topic, urgency, and complexity using NLU models.
- Topic classification
- Intent detection
- Urgency scoring
- Duplicate detection
- Channel tagging
Sentiment Agent
Analyzes emotional tone of customer messages in real time.
- Emotion detection
- Frustration alerts
- Empathy scoring
- Trend monitoring
- Escalation triggers
Response Agent
Generates context-aware automated responses using RAG from the knowledge base.
- Response drafting
- KB retrieval
- Tone matching
- Template assembly
- Quality scoring
Escalation Agent
Manages intelligent escalation workflows based on sentiment and complexity.
- SLA monitoring
- Expert routing
- Context handoff
- War room setup
- Manager alerts
Analytics Agent
Aggregates support metrics and generates actionable insights.
- Metrics aggregation
- Trend analysis
- Agent coaching
- SLA reporting
- Root cause analysis
Use Cases
Email Support
Automatically classify, prioritize, and respond to inbound support emails.
Live Chat Routing
Real-time sentiment detection and intelligent routing of live chat conversations.
Social Media Triage
Monitor and respond to support requests on Twitter, Facebook, and Instagram.
FAQ Automation
Self-service FAQ resolution using RAG-powered knowledge retrieval.
Complaint Resolution
Detect negative sentiment early and escalate VIP complaints automatically.
Technical Support
Multi-tier technical support with automated L1 diagnostics.