IntelliDesk Autonomous AI Support & Lead Qualification Agent
PROJECT SUMMARY
An autonomous AI agent that handles end-to-end customer support, qualifies inbound leads, and executes actions across business tools reducing manual support workload by 70% while running 24/7.
The Challenge
Verento Solutions' support team was manually handling 300+ tickets daily most of them repetitive FAQs, pricing queries, and basic lead qualification. Response times were slow (6+ hours on average), the sales team kept receiving unqualified leads, and no existing system could accurately retrieve answers from their knowledge base. They needed a solution that could hold human-like conversations, pull accurate information from their knowledge base, and independently perform actions in CRM/calendar tools when needed.
The Solution
I designed and developed a fully autonomous AI agent using OpenAI's function calling and a Retrieval-Augmented Generation (RAG) pipeline. The agent indexed the company's documentation, FAQs, and pricing sheets into a vector database (Pinecone) to deliver accurate, context-aware answers. Through function calling, the agent creates leads in Salesforce, books meetings on Google Calendar, and checks payment status via Stripe. I built in confidence-based escalation logic that automatically hands off complex or sensitive conversations to human agents. The entire system shipped with a visual workflow builder, allowing the client to configure automation rules themselves without writing code.
The Results
The AI-powered support solution reduced average response time from 6 hours to just 12 seconds while automating 70% of repetitive support tickets, allowing the human team to focus on complex cases. It improved lead qualification accuracy to 85%+, ensuring sales teams received more relevant, pre-qualified leads. The platform also delivered 24/7 customer coverage without additional hiring, reducing monthly support costs by 45%.
Technology stack
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