AI Customer Support

A Gmail support assistant that classifies incoming email, answers routine questions from a curated knowledge base, and hands anything sensitive or uncertain to a person — with Python rules holding the final say.

Focus: AI Systems, Backend Engineering
Core stack: Python/FastAPI, Pydantic AI, Anthropic models, Supabase Postgres, Gmail API
Dashboard: React, TypeScript, Tailwind CSS, shadcn/ui
Deployment: Docker Compose (local)
Links: Source on GitHub(opens in a new tab)

Gmail thread: a customer asks which paddle board suits a 90 kg rider, and the support bot recommends the 11-foot all-round board, explains why the 10'6" board is too small, and mentions the touring board.

Customer emails

Gmail thread: a customer says their board loses air overnight, and the support bot replies with five valve-check steps and asks for the order number, board size and delivery date if the problem continues. — Troubleshooting
A board losing air gets the valve-check steps from the guidance — and if that doesn’t fix it, the reply asks for the order number, board size and delivery date so a colleague can take over.

Gmail thread in which a customer writes 'I want my money back, this is ridiculous.' and the support bot replies that a colleague will respond within one business day. — Handing off to a person
A refund demand isn’t answered by the AI: the customer gets a short acknowledgement and the thread is flagged in Gmail for the team.

How it decides

Decision pipeline for one email

Diagram

PollerNew Gmail threadbackground worker

Stage 1 · modelClassifytyped Classification output

Stage 2 · modelDraft replytools: list_sections, get_section

PythonBusiness rulesfinal reply / escalate decision

Escalates when

— the email has attachments or the classifier flags a human need
— the model chose to escalate
— the reply says there wasn't enough information
— the proposed resolution isn't an allowed customer step
— the reply promises an action the bot can't perform

Outcome

Reply in threadlabelled processed

Hand off to a personlabelled escalated · holding reply sent

Any gate can send the thread to a person. The model drafts; Python decides.

Support dashboard

Support dashboard Tickets tab: two tickets, one escalated returns-and-warranty request and one answered paddle-boards question, with the escalated conversation shown on the right. — Tickets
Every conversation is recorded with its topic and outcome, so the team can see at a glance what was answered and what was escalated.

Support dashboard Events tab with a Check inbox now button and a table of processed email events showing status, attempts, error and created time. — Processing history
Each incoming email is an event with its status, attempts and any error; failed events are retried up to three times, and the inbox can be checked on demand.

Knowledge base

The guidance the assistant reads — product details, policies, brand voice and the escalation rules themselves — is plain text the team can edit.