Case Study

ResolveAI – Evaluation-Driven AI Support Agent

ResolveAI is a production-oriented AI support automation platform engineered to streamline customer support operations through intelligent retrieval, deterministic decision-making, and secure tool orchestration. Built using LangGraph, FastAPI, PostgreSQL, and Redis, the platform combines advanced retrieval pipelines with enterprise-grade guardrails to deliver reliable, auditable, and explainable AI-assisted support workflows. The retrieval engine employs a hybrid search architecture by combining vector similarity search with PostgreSQL full-text indexing using Reciprocal Rank Fusion (RRF), followed by cross-encoder reranking for enhanced result accuracy. This layered retrieval strategy significantly improves response quality compared to conventional dense retrieval approaches. To ensure safe deployment in real-world environments, business policies are enforced programmatically rather than relying solely on prompt engineering. High-risk or ambiguous cases are automatically escalated to human operators, ensuring predictable system behavior and reducing operational risk. Comprehensive observability is built into every interaction by recording LLM requests, tool executions, latency, token consumption, and operational costs. Together with automated CI validation and coverage reporting, ResolveAI showcases a practical implementation of enterprise AI engineering where performance, governance, and reliability are treated as first-class requirements.