IT Assist

AI...IT Support...Save your time!

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Inspiration

Oftentimes, IT companies struggle with limited support availability, especially if the time we need urgent help is after normal working hours. 24/7 support drains the resources of a company while also resulting in slow response times and/or inconsistent service quality. We wanted a solution that would benefit both people in need of support and the IT companies providing that service, at no additional cost.

What it does

  • Problem Response Automation
    1. Call the IT company and begin talking to an AI chatbot
    2. AI will do its best to help you, otherwise making a ticket for human review
    3. A human customer service agent will review the ticket and get back to you
  • Seamless Call/Ticket Monitoring
    1. Dashboard to enter live calls to provide necessary assistance
    2. Ability to review and change the status of tickets with just a couple of clicks
    3. AI agents wholly manage direct customer communications
  • Cost Reduction
    1. Customers do not get charged an additional fee for after-hours IT support
    2. Companies are now able to hire less, but more specialized personnel, saving more of their budget
  • Satisfaction
    1. Customer service quality stays consistent and fast, keeping more customers happy and incentivizing them to stay loyal to the company

How we built it

  • Wireframing
    1. Figma
  • Frontend
    1. NextJS + ReactJS for the core application
    2. TailwindCSS, TypeScript, and Shadcn for UI development
  • Backend
    1. Firebase for database implementation
    2. Go for web socket integration
    3. Retell AI API for hosting an AI voice agent

Challenges we ran into

  • Facilitation of real-time database updates with the AI voice agent
  • Integrating the frontend and backend into one complete project

Accomplishments that we're proud of

  • Built working end-to-end automation for IT problems and their solutions
  • Being able to update a database with an AI voice agent
  • Developed UI very similar to the ones found in our wireframes

What we learned

  • Implementation of an AI agent for human communication
  • Importance of wireframing a frontend design before coding it
  • Usefulness of AI technologies like Claude

What's next for IT Assist

  • Adding support for consistent data reports, a centralized knowledge base, and a quick contacts section
  • Get more market/feature validation
  • Merging of ticket and call sections

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