AI & AutomationDelivery Timeline: 5 Weeks
Autonomous AI Support, Docs & CRM Triage Engine
Production multi-agent system resolving tier-1 inquiries with verified internal knowledge citations while safely routing complex escalations into CRM.
60%+
Tier-1 tickets & pre-sales FAQs resolved automatically
< 15 sec
Median initial response with cited docs
100%
Human signoff on sensitive CRM/billing actions
The Business & Technical Bottleneck
Context: Growing B2B SaaS and service organization managing multi-channel support & sales leads.
Support and pre-sales teams spent most of their day answering repetitive policy/integration questions and manually summarizing threads into CRM records—causing slow response SLAs.
Tenzed Architecture & Execution
We implemented a durable multi-agent pipeline using hybrid semantic + keyword retrieval (RAG), strict output schema validation, PII redaction, and human-in-the-loop approval triggers for account-modifying actions.
System Architecture Blueprint
End-to-end component topology engineered for reliability, observability, and clean maintainability.
Engineering Highlights
- Grounded citations linking every claim back to approved internal SOPs & docs
- Automated offline evaluation suite measuring accuracy and refusal discipline
- Strict read/write tool separation with human confirmation on billing/account changes
- Full OpenTelemetry tracing for token cost, latency, and escalation audits
Technology Stack
PythonNext.jsMCPpgvectorOpenTelemetry