June 2026
Intermediate
272 pages
6h 27m
English
Content preview from System Design for the LLM Era
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Case Study: AI-Powered Customer Support Agent
Companies can receive several thousand customer support tickets that executives need to handle within hours or days, creating a massive operational load. Relying just on human agents leads to huge turn around time (TAT) for the tickets which can create a poor user experience. To help customer support executives handle their loads, there are automated support agents [1][4].
Traditional support agents have predefined workflows and fail for queries that deviate even slightly from expected, typical categories or simple FAQs. Furthermore, a significant architectural constraint for these systems is the huge amount of data that companies maintain. They struggle to efficiently traverse a large, complex, ...
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