Support AI Bot

Overview

Support AI Bot is a comprehensive AI-powered customer support automation system built for Telegram, featuring an intelligent chatbot backed by GPT-4 and a sophisticated Next.js admin panel for knowledge base management. The system combines RAG (Retrieval-Augmented Generation) with semantic vector search to deliver context-aware, accurate responses — reducing support overhead and enabling 24/7 automated assistance.

Key Features

• Context-aware multi-turn conversations with memory via Telegram bot
• RAG architecture using OpenAI embeddings (text-embedding-ada-002) and MongoDB Atlas Vector Search
• Multi-format knowledge base ingestion: PDF, TXT, MD, JSON and Telegram channel exports
• Human escalation with automatic intent detection and admin Telegram notification
• Admin feedback loop — mark responses correct/incorrect and improve AI over time
• JWT-authenticated Next.js admin panel with chat history, analytics and file management
• YouTube video reference system with intelligent matching to support responses
• Automated chunking (2000 chars) and embedding pipeline for new documents
• Role-based access control with bcrypt-secured authentication

Challenges

• Building a reliable RAG pipeline that retrieves relevant context from a growing knowledge base
• Handling multi-turn conversation state across Telegram sessions
• Designing an admin feedback loop that meaningfully improves AI response quality
• Supporting multiple document formats with consistent parsing and chunking
• Ensuring human escalation triggers accurately without over-escalating

Solutions

• Implemented MongoDB Atlas Vector Search with OpenAI embeddings for semantic document retrieval
• Stored conversation context per-user in MongoDB for persistent multi-turn memory
• Built an admin panel with response review, correction, and re-embedding workflows
• Developed unified document parsers for PDF, TXT, MD, JSON and Telegram export formats
• Used keyword and intent-based detection logic for smart human escalation routing