Support Copilot - AI-Powered Issue Lifecycle Management

Overview

Support Copilot is an AI-powered system designed to assist support executives throughout the entire issue lifecycle. The system analyzes incoming support issues, provides actionable insights, recommends communication templates, and monitors issue status to ensure timely resolution.

Features

🔍 Issue Intake & Analysis

Automatic Issue Classification: AI-powered severity detection (Low, Normal, High, Critical)
Customer History Analysis: Retrieves past issues and customer interaction patterns
Similar Issue Detection: Finds related issues and their resolutions using ML similarity matching
Critical Issue Monitoring: Flags unattended critical issues after 24 hours

💬 Support Executive Guidance

Smart Template Generation: AI-generated response templates based on issue context
Context-Aware Recommendations: Considers customer history, issue severity, and past resolutions
Multi-Category Templates: Initial response, status updates, escalations, resolutions, clarifications
Template Effectiveness Tracking: Monitors and improves template performance

📊 Conversation Summarization

Automatic Summarization: AI-powered conversation summaries for knowledge base updates
Action Item Extraction: Identifies pending tasks and follow-up requirements
Resolution Documentation: Comprehensive resolution summaries for future reference
Knowledge Base Integration: Updates searchable knowledge base with resolved issues

🚀 Performance & Integration

Real-time API: RESTful endpoints with <15 second response times
Scalable Architecture: Microservices-based design on AWS
Comprehensive Monitoring: Performance metrics, alerting, and health checks
Security: JWT authentication, encryption, and GDPR compliance

Technical Architecture

System Components

┌─────────────────┐    ┌─────────────────┐    ┌─────────────────┐
│   API Gateway   │    │  Load Balancer  │    │   Web Client    │
└─────────────────┘    └─────────────────┘    └─────────────────┘
         │                       │                       │
         └───────────────────────┼───────────────────────┘
                                 │
         ┌───────────────────────▼───────────────────────┐
         │              Core Services                    │
         │  ┌─────────────┐ ┌─────────────┐ ┌──────────┐ │
         │  │   Issue     │ │  Guidance   │ │Summary   │ │
         │  │  Analysis   │ │   Service   │ │ Service  │ │
         │  └─────────────┘ └─────────────┘ └──────────┘ │
         └───────────────────────┼───────────────────────┘
                                 │
         ┌───────────────────────▼───────────────────────┐
         │              Data Layer                       │
         │  ┌─────────────┐ ┌─────────────┐ ┌──────────┐ │
         │  │   MySQL     │ │    Redis    │ │OpenSearch│ │
         │  │  Database   │ │    Cache    │ │ Vector   │ │
         │  └─────────────┘ └─────────────┘ └──────────┘ │
         └───────────────────────────────────────────────┘

Technology Stack

Backend: Python 3.11, Flask, SQLAlchemy
Database: MySQL 8.0 with connection pooling
Cache: Redis for performance optimization
AI/ML: OpenAI GPT-4/3.5-turbo, scikit-learn
Search: Vector similarity using embeddings
Infrastructure: AWS ECS Fargate, RDS, ElastiCache
Monitoring: CloudWatch, Prometheus, Grafana
Security: JWT authentication, bcrypt hashing

Quick Start

Prerequisites

Python 3.11+
MySQL 8.0+
Redis 6.0+
OpenAI API Key
Docker (optional)

Local Development Setup

Clone the repository

git clone <repository-url>
cd support-copilot

Install dependencies
```
pip install -r requirements.txt
```

Set up environment variables

cp .env.example .env
# Edit .env with your configuration

Initialize database
```
mysql -u root -p < database_schema.sql
```
Run the application
```
python app.py
```

Docker Setup

Start all services
```
docker-compose up -d
```

Check service health

docker-compose ps
curl http://localhost:5000/health

AWS Deployment

Deploy infrastructure

aws cloudformation create-stack \
  --stack-name support-copilot-prod \
  --template-body file://aws_deployment.yml \
  --parameters ParameterKey=Environment,ParameterValue=production \
               ParameterKey=OpenAIAPIKey,ParameterValue=your-api-key \
  --capabilities CAPABILITY_IAM

Build and push Docker image

aws ecr get-login-password --region us-east-1 | docker login --username AWS --password-stdin <account>.dkr.ecr.us-east-1.amazonaws.com
docker build -t support-copilot .
docker tag support-copilot:latest <account>.dkr.ecr.us-east-1.amazonaws.com/support-copilot:latest
docker push <account>.dkr.ecr.us-east-1.amazonaws.com/support-copilot:latest

API Documentation

Authentication

All API endpoints require JWT authentication. Obtain a token by logging in:

curl -X POST http://localhost:5000/auth/login \
  -H "Content-Type: application/json" \
  -d '{"email": "[email protected]", "password": "admin123"}'

Include the token in subsequent requests:

curl -H "Authorization: Bearer <token>" http://localhost:5000/api/issues

Core Endpoints

Issue Analysis

# Analyze new issue
POST /api/issues/analyze
{
  "customer_id": 1,
  "title": "Login authentication failure",
  "description": "Users cannot log in after recent update",
  "category": "Technical",
  "product_area": "Authentication"
}

# Get similar issues
GET /api/issues/{issue_id}/similar?limit=5

# Get customer history
GET /api/customers/{customer_id}/history

Guidance & Templates

# Generate response template
POST /api/guidance/template
{
  "issue_id": 123,
  "message_content": "I need help with login issues",
  "context": "Customer is frustrated"
}

# Get available templates
GET /api/guidance/templates?category=initial_response&severity=High

Conversation Management

# Generate conversation summary
POST /api/issues/{issue_id}/summarize

# Update issue status
PUT /api/issues/{issue_id}/status
{
  "status": "Resolved"
}

Monitoring & Alerts

# Get critical alerts
GET /api/alerts/critical

# Acknowledge alert
POST /api/alerts/{alert_id}/acknowledge

# Get dashboard analytics
GET /api/analytics/dashboard

Configuration

Environment Variables

# Database Configuration
DB_HOST=localhost
DB_PORT=3306
DB_USER=support_user
DB_PASSWORD=support_password
DB_NAME=support_copilot

# Redis Configuration
REDIS_HOST=localhost
REDIS_PORT=6379
REDIS_PASSWORD=

# AI Configuration
OPENAI_API_KEY=your-openai-api-key
OPENAI_MODEL=gpt-3.5-turbo

# Security
SECRET_KEY=your-secret-key
JWT_EXPIRY_HOURS=24

# Performance
MAX_RESPONSE_TIME_SECONDS=15
RATE_LIMIT_PER_MINUTE=100

# AWS Configuration (for production)
AWS_ACCESS_KEY_ID=your-access-key
AWS_SECRET_ACCESS_KEY=your-secret-key
AWS_REGION=us-east-1
S3_BUCKET=support-copilot-files

Feature Flags

# Enable/disable features
ENABLE_AI_ANALYSIS=True
ENABLE_SIMILARITY_SEARCH=True
ENABLE_AUTO_SUMMARIZATION=True
ENABLE_METRICS=True

Database Schema

Core Tables

customers: Customer information and tier management
issues: Issue tracking with severity, status, and metadata
conversations: Message history and sentiment analysis
message_templates: Reusable response templates
issue_resolutions: Resolution documentation and satisfaction
similar_issues: ML-powered issue similarity mapping
critical_alerts: Alert management and escalation
support_executives: Team member management

Key Relationships

customers (1) ──── (many) issues
issues (1) ──── (many) conversations
issues (1) ──── (1) issue_resolutions
issues (many) ──── (many) similar_issues
issues (1) ──── (many) critical_alerts

Testing

Run Tests

# Run all tests
pytest test_api.py -v

# Run specific test categories
pytest test_api.py::TestSupportCopilotAPI -v
pytest test_api.py::TestPerformance -v
pytest test_api.py::TestIntegration -v

# Run with coverage
pytest test_api.py --cov=. --cov-report=html

Test Categories

Unit Tests: Individual component testing
Integration Tests: End-to-end workflow testing
Performance Tests: Response time validation
Security Tests: Authentication and authorization
API Tests: Endpoint functionality and error handling

Monitoring & Observability

Health Checks

# Application health
GET /health

# Database health
curl http://localhost:5000/health | jq '.database_status'

# Cache health
curl http://localhost:5000/health | jq '.cache_status'

Metrics

Response Time: API endpoint performance
Error Rate: Failed request percentage
Issue Volume: Daily issue creation trends
Resolution Time: Average time to resolve issues
Customer Satisfaction: Resolution quality metrics
AI Performance: Model accuracy and response times

Alerting

Response time > 15 seconds
Error rate > 1%
Critical issues unattended > 24 hours
Database connection failures
High memory/CPU usage

Security

Authentication & Authorization

JWT-based stateless authentication
Role-based access control (Admin, Support, Read-only)
API key management for external integrations
Session timeout and token refresh

Data Protection

Encryption at rest (database, file storage)
Encryption in transit (TLS 1.3)
PII data anonymization
GDPR compliance features
Audit logging for all operations

Infrastructure Security

VPC isolation with private subnets
Security groups with minimal access
WAF protection against common attacks
Regular security updates and patches

Performance Optimization

Caching Strategy

Customer Data: 5-minute cache for frequently accessed profiles
Issue Analysis: 30-minute cache for analysis results
Templates: 2-hour cache for template data
Similar Issues: 1-hour cache for similarity results

Database Optimization

Connection pooling for concurrent requests
Read replicas for query-heavy operations
Proper indexing on frequently queried columns
Query optimization and monitoring

API Performance

Async processing for long-running operations
Request/response compression
CDN for static content delivery
Load balancing across multiple instances

Troubleshooting

Common Issues

Database Connection Errors

# Check database status
mysql -u root -p -e "SELECT 1"

# Verify connection parameters
echo $DB_HOST $DB_PORT $DB_USER

Redis Connection Issues

# Test Redis connectivity
redis-cli ping

# Check Redis logs
docker logs support_copilot_redis

OpenAI API Errors

# Verify API key
curl -H "Authorization: Bearer $OPENAI_API_KEY" \
     https://api.openai.com/v1/models

# Check rate limits
curl -I https://api.openai.com/v1/chat/completions

High Response Times

# Check system resources
docker stats

# Monitor database queries
mysql -e "SHOW PROCESSLIST"

# Check cache hit rates
redis-cli info stats

Logs

# Application logs
tail -f logs/support_copilot.log

# Error logs
tail -f logs/support_copilot_errors.log

# Performance logs
tail -f logs/support_copilot_performance.log

# Docker logs
docker-compose logs -f api

Contributing

Development Workflow

Fork the repository
Create a feature branch
Make changes with tests
Run test suite
Submit pull request

Code Standards

Follow PEP 8 style guidelines
Add docstrings to all functions
Include unit tests for new features
Update documentation for API changes

Commit Guidelines

feat: add new issue analysis endpoint
fix: resolve database connection timeout
docs: update API documentation
test: add integration tests for templates
refactor: optimize similarity search algorithm

License

This project is licensed under the MIT License - see the LICENSE file for details.

Support

For technical support or questions:

Documentation: Internal Wiki
Issues: GitHub Issues
Email: [email protected]
Slack: #support-copilot-dev

Roadmap

Version 2.0 (Q2 2024)

Multi-language support
Advanced sentiment analysis
Predictive issue escalation
Customer satisfaction prediction

Version 2.1 (Q3 2024)

Voice-to-text integration
Real-time collaboration features
Advanced analytics dashboard
Mobile application support

Version 3.0 (Q4 2024)

Multi-tenant architecture
Advanced AI models (GPT-4, Claude)
Workflow automation
Third-party integrations (Slack, Teams, Jira)

Name		Name	Last commit message	Last commit date
Latest commit History 15 Commits
.github/workflows		.github/workflows
database		database
services		services
utils		utils
.env.example		.env.example
.gitignore		.gitignore
Dockerfile		Dockerfile
README.md		README.md
app.py		app.py
architecture_design.md		architecture_design.md
config.py		config.py
database_schema.sql		database_schema.sql
deployment_guide.md		deployment_guide.md
docker-compose.yml		docker-compose.yml
nginx.conf		nginx.conf
requirements.txt		requirements.txt
test_api.py		test_api.py

Mpasha17/support-copilot-agent

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