Sallagar: Smart Customer Support System Using Artificial Intelligence

Abstract

This paper presents an AI-driven customer support SaaS application called “Sallagar.” It is designed to streamline complaint management and enhance customer service efficiency. The system leverages generative AI technology to automatically categorize, prioritize, and route customer complaints while providing intelligent response suggestions. Our solution integrates a Node.js/Express backend with React frontend, MongoDB database, and Google's Gemini AI to analyze complaints. Sallagar offers features like automated complaint classification, sentiment analysis, priority scoring, smart assignment of complaints to respective staff, and detailed analytics to monitor service performance. Early assessments indicate dramatic enhancements in response times, balancing of staff workload, and customer satisfaction rates over legacy support systems. The scalable design of the platform makes it apt for organizations of different sizes who want to automate their customer care processes.