AI Inquiry Classification and Response Support Application

Overview

A business support application for efficiently processing large volumes of customer inquiries. Rather than a simple auto-reply tool, it manages the entire customer support workflow—from receipt through classification, prioritization, assignment, response assistance, confirmation, analysis, and FAQ improvement—on a single platform.

Key Features

• Inbox & Queue Management — Receive inquiries, manage status, display multiple queues (urgent, unassigned, pending, etc.)
• AI Classification and Priority Judgment — Automatic multi-category classification, sentiment analysis, priority score calculation integrating keywords, customer type, and elapsed time
• Structured Data Extraction — Automatic extraction of Issue / Request / Entity to organize inquiry content
• Routing Assistance — Present candidate assignees based on category and support assignment changes
• SLA Management — Set first response deadline and resolution deadline with violation detection
• Evidence-Based Response Suggestions — Display response suggestions and their sources based on FAQ and manuals
• Human Review — Mechanism for humans to verify and correct AI output before proceeding to sent status
• Duplicate and Incident Detection — Automatic detection of duplicate inquiries and detection of incident indicators
• Analytics — Total count, average response time, resolution rate, SLA violation rate, trend analysis

Technical Characteristics

• Separation of AI and Deterministic Logic — AI handles classification, sentiment analysis, and response generation; priority, SLA, and count aggregation are calculated with deterministic TypeScript
• Strict Schema Validation — Zod-based validation of structured AI output excludes unregistered data
• Privacy-by-Design — Limit body text and Knowledge count, mask direct identifiers
• Demo Version Safety — Public version uses only fictional data with no communication to external AI, databases, or email services

Target Users

• Enterprises considering workflow optimization for customer support teams
• Developers wanting to learn about inquiry management automation and AI utilization
• People using portfolio work as a reference for Customer Support Operations design