OrchestrateAI: Autonomous Multi-Domain Support Triage

OrchestrateAI is a high-fidelity autonomous agent designed to triage, classify, and respond to support tickets across complex product ecosystems. By combining Retrieval-Augmented Generation (RAG) with a strict safety-first reasoning engine, OrchestrateAI ensures that every customer response is grounded in official documentation and accurately routed.

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🏗️ Architecture

The system utilizes a modular RAG pipeline that prioritizes grounding and verifiability.

graph TD
    A[Incoming Ticket] --> B[Search Query Optimization]
    B --> C[FAISS Vector Store]
    C --> D[Source-Aware Retrieval]
    D --> E[LLM Reasoning Engine]
    E --> F{Escalation Matrix}
    F -- High Risk / Ambiguous --> G[Human Escalation]
    F -- Verified FAQ --> H[Automated Response]
    G --> I[Structured Output]
    H --> I

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🌟 Key Features

🔍 Source-Aware Grounding

Unlike standard chatbots, OrchestrateAI cites its sources. Every response is generated by retrieving the most relevant chunks from the local support corpus and providing verifiable citations in the internal justification.

🛡️ Safety-First Escalation Matrix

The agent is hard-coded to identify high-risk scenarios that require human intervention, including:

• Financial Integrity: Billing disputes and payment failures.
• Security & Privacy: Password resets, PII access, and fraud reports.
• Ambiguity Detection: If the internal knowledge base does not contain a definitive answer, the agent proactively escalates rather than speculating.

⚡ Professional Engineering

• Deterministic Reasoning: Optimized for consistency with temperature: 0 and fixed seeding.
• Modular Design: Clean separation between data loading, vector search, and reasoning logic.
• Structured IO: Enforces a strict Pydantic-validated JSON schema for all outputs.

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📂 Repository Structure

.
├── code/
│   ├── main.py             # Pipeline Orchestrator
│   ├── loader.py           # Document Ingestion & Chunking
│   ├── retriever.py        # Vector Similarity Search
│   ├── agent.py            # Reasoning & Triage Logic
│   ├── ARCHITECTURE.md     # Technical Deep-Dive
│   └── README.md           # Developer Guide
├── data/                   # Support documentation corpus
├── support_tickets/        # Input/Output data processing
└── AGENTS.md               # Operation logs

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⚙️ Quick Start

1. Setup Environment

python -m venv venv
.\venv\Scripts\activate
pip install -r code/requirements.txt

2. Configuration

Copy .env.example to .env and provide your API keys (optional). If no keys are provided, the system defaults to local execution mode using Ollama and local embeddings.

3. Execution

python code/main.py

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OrchestrateAI - Precision Support Automation.