Relay
An AI agent that answers support tickets from a company's own help center and hands hard cases to a person with a summary.
This is a concept project: a realistic brief I planned and designed to show how I work. It does not describe a past client or claim client results.
The brief
A software company's support team spends most of the day answering questions that are already covered in its documentation. The brief: an agent that drafts or sends correct answers with sources, never invents policy, and escalates anything it is unsure about.
Approach
- 01Indexed help-center articles and resolved tickets into a vector store, refreshed nightly.
- 02Every answer cites the articles it used, and a confidence check decides between sending, drafting for review or escalating.
- 03Built an evaluation set from real past tickets to measure answer quality before and after every prompt change.
Key features
- Answers with linked sources
- Send, draft or escalate decisions
- Handoff summary for human agents
- Works inside Zendesk
- Evaluation dashboard
- Per-conversation cost tracking