AI SaaS Customer Support Automation

We have an existing SaaS platform for customer support automation and need a set of upgrades to the current AI agent system. The platform is a multi-tenant web dashboard (React/Node.js) where businesses onboard support documentation, connect email/chat channels, and configure an AI agent to handle tier-1 queries. The following changes are required to the existing AI agent: (1) currently the agent only answers questions — we need it to autonomously trigger actions in connected third-party tools (e.g., raise a refund in Stripe, update ticket status in the helpdesk); (2) the agent presently treats each query in isolation — it needs multi-turn memory to retain context across a customer’s full conversation history; (3) add a human-handoff mechanism to escalate to a live agent when confidence is low or the customer explicitly requests one, since there’s currently no fallback path; (4) build an admin-facing feedback loop so support staff can flag bad AI responses and feed that back into retraining/adjusting agent behavior, which doesn’t exist in the current build. Existing billing, usage-based pricing tiers, and analytics (resolution rate, escalation rate, response time) remain in place but may need minor adjustments to support the above changes.

Project ID: 40597344