Support Intern Bot

The other end of the same problem: instead of serving the customer, it works alongside DispatchTrack's support team as they resolve a ticket. It lives as a chat inside the admin panel.

Resolving a case meant searching across separate sources, and much of the knowledge sat in the head of whoever had been on the team longest, written down nowhere.

I designed escalation as an explicit moment rather than a silence: the bot says so before escalating, the handoff is highlighted inside the conversation and opens a support ticket. At the end of the day the session closes itself with a message and the conversation is logged, so the case can carry on in another shift without starting over.