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Support AI Agent

Support Automation

Intelligent agent for OTRS. Processes 40% of tickets automatically, saving €1,800/month.

€1,800/mo
Savings
40%
Auto-reply
30 sec
Speed

Problem

What the bot does

An intelligent agent monitors new requests in OTRS 24/7, analyzes client questions using AI, and makes a decision: to respond automatically, redirect to an operator, or close the ticket.

Implementation results

  • Speed: Response time dropped from 2-4 hours to 30 seconds.
  • Efficiency: 2 operators + the bot handle the volume that previously required 4 people.
  • Automation: 45% of tickets are closed automatically (40% with an answer + 5% service ones).
  • Savings: €1,800/month (salary of 2 operators) with AI costs of only €50/month.

Solution

Key capabilities

1. Smart processing (4 levels):
  • Tier -1 (Detector): Finds attachments/screenshots, detects language.
  • Pre-Filter: Closes simple requests. (Saves 30% of tokens).
  • RAG + Qdrant: Knowledge base search with 95% accuracy.
  • AI Agent: Final decision and answer generation.
2. Multilingualism: Auto-detection (RU, UA, EN) taking into account unique letters and the priority of the email body.
3. Error protection: Deduplication (1 ticket = 1 processing), Retry policy, full Audit log of all decisions.

Technologies

n8n (30+ nodes), Google Gemini, Qdrant Cloud, Local LLM embeddings.

Use cases

  • E-commerce: Order statuses ("Where is my order?", "Payment failed") -> Auto-reply.
  • Technical FAQ: "How to change email?", "Forgot password" -> Vector search -> Instruction.

Technologies

n8n Google Gemini Qdrant OTRS API JavaScript Local LLM