AI Support Agent for Fitness App
Client under NDA
We built an AI-powered support agent that handles refund/cancellation requests instantly on big scale.
🎯 Goal
Build an AI support agent that responds to customer tickets instantly according to refund policy, trained on successful support cases, while creating tickets for the human team to review.
💡 Outcome
Production-ready AI agent serving thousands of users daily. Instant responses prevent chargebacks, while the admin panel gives full visibility into conversations, costs, and prompt management.
The Problem
Users are located in the US and worldwide. The support team is located in Ukraine. When customers ask for a refund, support can't react fast enough. Users might not wait a day to get a response — they apply for a chargeback instead. Which is a serious problem for the platform's bank account.
The Solution
An AI support agent that responds promptly to support tickets according to refund policy, support conversation guidelines, and trained on a database of successful support cases. Available 24/7, responds in seconds.
How It Works
The AI agent integrates with email, analytics, and CRM to provide intelligent, policy-compliant responses automatically.
Receive Email
AI agent listens for email webhooks. When a support ticket arrives, it's instantly processed and categorized.
Check Eligibility
Grabs user's activity data from Amplitude to check if they're eligible for a refund based on usage patterns and policy rules.
Respond Instantly
Sends a policy-compliant response to the user immediately — while they're still thinking about filing a chargeback.
Create CRM Ticket
Creates a ticket in CRM for the support team with a proposed decision regarding the refund for human review.
Email Conversations Dashboard
View and manage all AI-handled conversations. See user messages, AI responses, and conversation status in real-time.
What We Built
📧 Email Conversations
Admin panel with full conversation history. See every user message and AI response with timestamps and status tracking.
📝 Prompt Templates
Manage different templates for cancellation requests, technical issues, user feedback, and more. Version control included.
🧪 Agent Tester
Test and improve different prompts without risking real data. Simulate conversations across all message types.
📊 Token Usage Dashboard
Monitor LLM token consumption and costs across all API calls. Analyze spending and predict future costs.
🔒 Data Privacy
Sensitive user data is removed before sending to the LLM. PII stripping ensures compliance and security.
📨 Gmail Integration
Connect multiple Gmail accounts for support. Manage all inboxes from a single dashboard.
Need AI-Powered Support?
We build custom AI agents that handle customer support, reduce chargebacks, and work 24/7.
Let's TalkTech Stack
Backend & AI
NestJS backend with TypeScript, OpenAI GPT-4 for response generation, PostgreSQL for data storage, Redis for caching, and BullMQ for job queues.
Admin Dashboard
React with TypeScript for the admin panel, Ant Design components, real-time updates via WebSockets, and responsive design for all devices.
Integrations
Gmail API for email handling, Amplitude for user analytics, CRM integration for ticket management, and OpenAI API for LLM responses.
The Team
Bohdan
Full-Stack Developer
Backend architecture and AI integration.
Victoria
QA Engineer
Testing and quality assurance.
🏆 Result
A production-ready AI support agent that handles thousands of customer inquiries daily. Instant responses prevent chargebacks, the admin panel provides full visibility, and the team can focus on complex cases while the AI handles routine requests 24/7.
