🤖 Follo AI Ecosystem

Our internal AI service that helps the support team work smarter

📖 Read the Docs

What This Service Does

🎯

Auto Ticket Classification

Routes incoming tickets to the right team automatically across our 17 product components

✍️

Draft Response Generation

Creates helpful first-draft responses using our GitBook documentation and past ticket conversations

📊

Support Analytics

Tracks ticket patterns, response times, and team workload in real-time

🔗

Zoho Integration

Works seamlessly with our Zoho Desk setup through webhook automation

Technical Capabilities

Behind-the-scenes features that power the automation

✓ Automatically categorizes tickets into 17 components + 5 nature types
✓ Stores complete conversation history in PostgreSQL
✓ Supports multiple AI providers (Groq, Gemini, OpenAI)
✓ Searches our knowledge base using vector similarity
✓ Processes webhooks with retry logic for reliability
✓ Detects urgent tickets based on customer tone
✓ Improves over time from agent feedback
✓ Handles ticket attachments and images

How It Works

A quick look at the processing pipeline

📥

Receive

Ticket arrives from Zoho Desk webhook

🧠

Process

AI analyzes content and generates classification + draft

📤

Deliver

Results appear in Zoho for agent review

Built for Production

Infrastructure designed for reliability and scale

⚡

Fast Processing

Handles multiple tickets at once using async Python

🔒

Data Security

All ticket data stays in our internal PostgreSQL database

📈

Continuous Learning

Classification improves as agents correct predictions

🛠️

Full Observability

OpenTelemetry tracing with metrics in Grafana

Questions About the System?

Check out the full technical documentation to learn more

📖 View Documentation