About the Project

Our client, a global e-commerce leader with a large-scale, service-oriented technology estate and complex cloud infrastructure, is seeking to elevate their customer support technology stack by introducing Agentic AI to streamline case workflow resolutions and by implementing an integrated platform to replace the fragmented set of solutions currently used by support agents. Ultimately, our client aims to deliver a more personalized and satisfying support experience to end users, improving CSAT, reducing resolution time, and enhancing service quality across all channels. We are developing a customer support research and resolution platform. The platform will include:

• data layer, provide a federated GraphQL interface that unifies access to multiple backend services, enabling low-latency, real-time data retrieval and transactional operations to support AI-driven workflows.
• agentic layer, supporting AI-assisted support workflows with...