Voice
Call transcripts and interaction details are captured as part of the customer history.
Project · Applied AI & Contact Center
SupportBuddy: AI Ticketing Intelligence for better customer context.
SupportBuddy is a concept for connecting fragmented customer interactions across voice, email, and chat so agents can understand the active issue quickly, without manually piecing together the full history.
The problem
Customer history is often fragmented across channels.
A customer may begin with a call, send a follow-up email, and later contact support through chat. Those interactions can be stored in separate places, leaving the next agent to search manually and rebuild the story during a live conversation.
This creates repeated explanations for customers, slower resolution for agents, and a less consistent support experience.
The approach
Turn disconnected interactions into useful support context.
SupportBuddy uses available customer identifiers, interaction timing, active-ticket context, and AI summarisation to help agents understand the most relevant history before responding.
Relevant email conversations are linked to the same customer context.
Chat
Chat interactions become part of the active support journey instead of remaining isolated.
High-level workflow
From interaction to agent-ready context.
Identify the customer
Use available identifiers such as phone number, email address, account context, and interaction timing.
Find relevant active context
Review open tickets and recent related interactions while excluding closed or irrelevant history.
Build an AI summary
Create a concise issue summary, recent activity timeline, and useful next-step context for the agent.
Surface it at the right moment
Deliver the result to the agent through an interaction workflow or screen-pop experience.
Expected value
Better support experiences without asking customers to start over.
✓
Less time spent searching across disconnected systems
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Better context for follow-up interactions
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More consistent customer experience across channels
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Faster issue understanding for support agents
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Clearer handoffs between teams and interactions
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Confidence-based review for incomplete or ambiguous matches
What this project explores
Practical AI connected to a real support workflow.
SupportBuddy explores multi-channel correlation, AI summarisation, customer identification, confidence scoring, ticket context, and delivering useful information at the moment an agent needs it.