How My AskAI Built Self-Improving Support Agents

My AskAI developed a managed platform for AI customer support agents that integrates with existing helpdesk tools like Intercom and Zendesk, aiming to handle a significant portion of support requests automatically while escalating unresolved queries to human agents. Initially a broad "chat with your data" product, My AskAI pivoted to focus on customer support, driven by user behavior and engagement insights. The platform uses semantic retrieval powered by embedding models to enhance the accuracy of responses, transitioning from keyword-based search to a hybrid system combining semantic similarity with lexical matching. To scale effectively, My AskAI chose Qdrant Cloud as its vector search backbone for its cost-effectiveness, seamless integration capabilities, and positive developer experience. This transition allowed the company to simplify operations and innovate with hybrid search techniques. As part of its evolution, My AskAI is developing self-learning support agents that learn from human interactions to continuously update their knowledge base, thereby improving response accuracy and efficiency over time.

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