SupportOps-AI
An open-source AI customer support ticket triage workflow project. It employs a multi-step agent orchestration process covering intent recognition, retrieval, and retry. In testing, it exhibited a relatively high rate of premature escalation.
Timeline (last 90 days)
After the actual deployment of open-source AI customer service ticket triage, orchestration-layer overhead made the real cost at least twice that in vendors' promotional demos.
In an actual test of 100 tickets in a Docker environment, SupportOps-AI had a median of 4500 tokens/ticket, 3.1 API calls/ticket, an inference cost of $0.007/ticket, and a wall-clock time of 7.4 seconds/ticket.
On a test set of 100 tickets, SupportOps-AI had an escalation error rate of 18%, a hallucination rate of 6%, an infinite-loop rate of 3%, and a complete failure/unresolved rate of 4%.
Per 1000 tickets, SupportOps-AI's direct cost is about $8, the catastrophic error rate is 4%, remediation cost is $160, and customer goodwill loss is $280; the human direct cost is about $2,450, the catastrophic error rate is 2%, remediation cost is $50, and customer goodwill loss is $40.
All Facts (4)
After the actual deployment of open-source AI customer service ticket triage, orchestration-layer overhead made the real cost at least twice that in vendors' promotional demos.
50%UnverifiedIn an actual test of 100 tickets in a Docker environment, SupportOps-AI had a median of 4500 tokens/ticket, 3.1 API calls/ticket, an inference cost of $0.007/ticket, and a wall-clock time of 7.4 seconds/ticket.
50%UnverifiedOn a test set of 100 tickets, SupportOps-AI had an escalation error rate of 18%, a hallucination rate of 6%, an infinite-loop rate of 3%, and a complete failure/unresolved rate of 4%.
50%UnverifiedPer 1000 tickets, SupportOps-AI's direct cost is about $8, the catastrophic error rate is 4%, remediation cost is $160, and customer goodwill loss is $280; the human direct cost is about $2,450, the catastrophic error rate is 2%, remediation cost is $50, and customer goodwill loss is $40.
50%