Support Copilot - Issue Lifecycle Management System

The Support Copilot is an AI-powered system that assists support executives throughout the entire issue lifecycle. It provides intelligent analysis, automated recommendations, and real-time guidance to ensure efficient issue resolution.

• Issue Intake & Analysis: Automatic severity assessment and customer history analysis
• Support Executive Guidance: AI-generated message templates and recommendations
• Conversation Summarization: Automatic conversation summaries for knowledge base
• Real-time API Integration: RESTful APIs with <15 second response times
• Cloud Deployment: AWS-hosted scalable solution

1. API Gateway - Entry point for all external requests
2. Issue Management Service - Core business logic for issue processing
3. AI Analysis Service - ML-powered issue analysis and recommendations
4. Database Layer - MySQL for structured data, Redis for caching
5. Message Queue - RabbitMQ for asynchronous processing
6. Monitoring & Logging - CloudWatch integration

Support Portal → API Gateway → Issue Service → AI Service → Database
                ↓
            Response (≤15s)

1. Prerequisites

   • Python 3.9+
   • Docker & Docker Compose
   • AWS CLI configured

2. Installation

   git clone <repository>
   cd support-copilot
   docker-compose up -d

3. API Documentation

   • Swagger UI: http://localhost:8000/docs
   • Health Check: http://localhost:8000/health

• POST /api/v1/issues/analyze - Analyze new issue
• POST /api/v1/issues/{id}/recommend - Get recommendations
• POST /api/v1/conversations/{id}/summarize - Generate summary
• GET /api/v1/customers/{id}/history - Customer history

• JWT-based authentication
• GDPR-compliant data handling
• Encrypted data transmission
• Role-based access control

1. Login to get a JWT token:

   curl -X POST http://localhost:8000/api/v1/auth/login \
     -H "Content-Type: application/json" \
     -d '{"username": "support_user", "password": "support_password"}'

   This will return a JSON response with an access_token.

2. Use the token to call a protected endpoint:

   curl -X POST http://localhost:8000/api/v1/issues/analyze \
     -H "Content-Type: application/json" \
     -H "Authorization: Bearer <access_token>" \
     -d '{
       "customer_id": 1001,
       "title": "Cannot login to portal",
       "description": "I am unable to login to the support portal with my credentials. It says invalid password.",
       "category": "Authentication",
       "priority": "High"
     }'

   Replace <access_token> with the value from the login response.