TechWeave DS AI
Email Support Automation
Automate the complete customer support email lifecycle using AWS serverless architecture and Generative AI. Ingest, classify, prioritise, respond, and track — without manual intervention.
Why This Solution Exists
Customer support teams face growing operational pressure. Manual processes, flat prioritisation, and delayed communication erode customer trust and increase cost.
Manual Email Processing
Customer support teams manually review every incoming email. Agents spend time reading emails, understanding issues, extracting order information, creating support tickets, and drafting responses.
No Intelligent Prioritization
Critical grievances and low-priority emails enter the same queue. Delivery issues, damaged products, refund requests, and compliments are treated similarly.
Delayed Customer Communication
Customers often wait for acknowledgement and updates.
Limited Scalability
Support volume increases faster than support teams can grow.
TechWeave DS AI
AI-Powered Email Support Automation Platform
TechWeave DS AI automates the complete customer support email lifecycle using AWS serverless architecture and Generative AI. The solution ingests emails automatically, understands customer intent, extracts key business entities, calculates issue priority, decides if a support ticket is required, creates Jira tickets when needed, generates contextual AI responses, sends automated acknowledgements, and tracks outcomes for analytics.
What The Platform Does
Six core capabilities that transform customer email support from manual overhead to automated intelligence.
Email Understanding & Categorization
Intent Detection, Sentiment Analysis, Context Understanding, Complaint Categorization
Entity Extraction
Extract Order IDs, Product IDs, Delivery Dates, Customer Information, Transaction References
Smart Ticket Decisioning
Determine whether a Jira Ticket should be created. Automatically distinguish actionable issues, compliments, spam, and low-value requests.
Intelligent Ticket Creation
Create tickets only when required. Generate Ticket IDs, Priority Levels, and Routing Information.
AI Response Generation
Generate human-like responses, acknowledgements, SLA communication, and next-step guidance.
Monitoring & Analytics
Track Ticket Status, Response Status, Confidence Scores, Priority Levels, and Intent Categories.
Scope of the Solution
This proof of concept delivers the following capabilities.
End-to-End Workflow
From customer send to analytics output — the complete automated email processing pipeline.
Customer sends email
AWS SES receives inbound email
Email stored in Amazon S3
S3 triggers AWS Lambda
LLM classifies issue type and sentiment
Entity extraction identifies key information
Priority engine computes urgency
Smart Jira gate decides ticket requirement
AI generates contextual response
AWS SES sends response
Outputs stored for analytics and auditing
Business Value Delivered
Measurable outcomes that reduce cost, improve experience, and scale operations.
Reduced Manual Effort
Automates classification, ticketing, and response generation.
Faster Response Times
Customers receive acknowledgement immediately.
Improved Customer Experience
Consistent communication and faster resolutions.
Intelligent Prioritization
Critical issues receive faster attention.
Scalable Operations
Serverless architecture supports growth without proportional staffing increases.
Operational Visibility
Provides analytics, confidence scores, ticket tracking, and audit logs.
Requirements Coverage
All POC requirements have been implemented and verified.
| Requirement | Status |
|---|---|
| Domain Verification (SES) | Completed |
| Email Storage in S3 | Completed |
| Email Classification & Extraction | Completed |
| Smart Jira Ticketing Engine | Completed |
| Jira Ticket Creation | Completed |
| AI Reply Generation | Completed |
| Ticket Logging & Summary Generation | Completed |
Technology Stack
Built on AWS serverless infrastructure with Generative AI orchestration.