AI service desk demoLive operations workspace
Demo data
Working flow

Follow one Wi-Fi incident through the stack

OD-1025 is the concrete example: an urgent customer email becomes a durable ticket, worker jobs run triage and drafting, retrieval supplies evidence, Watchtower blocks risky auto-contact, and a signed CRM webhook records the review handoff.

Open OD-1025Open WatchtowerProduction path
1Customer inputEmail says Wi-Fi drops at 2pmThe raw message is captured first, before any model call can summarise or change it.sourceText on OD-1025Open artifact2Web actionReact Router appThe route validates the enquiry, creates the ticket, and hands slow work to the background lane.ticket tkt-wifiOpen artifact3Durable statePostgreSQL + DrizzleTicket, draft, follow-up, AI run, and audit rows share one stable ticket ID.tickets, ai_runs, audit_eventsOpen artifact4Worker lanepg-boss jobstriage.ticket and response.template_select run with retryable job boundaries.airun-003 + airun-004Open artifact5Evidence lookupRAG knowledgePolicies, playbooks, similar tickets, and document extracts can be retrieved with metadata filters.Wi-Fi playbook citationsOpen artifact6Model boundaryStructured AI outputThe model produces category, priority, missing info, template choice, confidence, and cost.demo-template-router-v1Open artifact7Safety gateWatchtower says reviewUrgent phone contact is useful, but it cannot auto-send; Priya owns the outbound action.approvalStatus=pendingOpen artifact8Contract eventai.draft.review_requiredThe decision is published with correlation ID, schema version, producer, and idempotency key.evt-1025-human-reviewOpen artifact9IntegrationCRM webhook deliveredSigned payload tells the CRM that Priya must review the urgent Wi-Fi draft.whd-wifi-001 HTTP 200Open artifact
10Human actionPriya calls the customerThe system gives a safe draft and missing-info list; the human decides the next operational move.Open ticket
Human edits, approval outcome, trace spans, and evaluation results loop back into prompt versions, retrieval policy, and rollout metrics.

Hosted demo lane

Seeded state, fake session storage, deterministic AI, and in-memory adapters keep the public demo credential-free.

React RouterCookie session storeDemo repositoryStatic Netlify deploy

Local production lane

Docker profiles turn on Postgres/pgvector first, then optional events, search, graph, and workers.

Postgrespgvectorpg-bossRedpanda/OpenSearch/Neo4j adapters

Cloud rollout lane

The same contracts map to Terraform, Kubernetes manifests, CI gates, observability exporters, and signed integrations.

TerraformKubernetesOpenTelemetryWebhook registry
Worker contract

Background jobs make the flow reliable.

pg-boss is the retryable queue boundary. Each job takes a small ID-shaped input, writes durable output, and leaves an audit trail that Watchtower and events can show later.

triage.ticketClassify, summarise, prioritise, detect risks, and write an AI run.
response.template_selectPick an approved template and decide auto-send versus human review.
extract.documentExtract uploaded document fields and flag mismatches.
knowledge.ingestChunk sources, create embeddings, and store vector-ready knowledge rows.
retrieve.contextFetch cited context for a ticket, query, and metadata filter set.
agent.evaluateScore golden scenarios for quality, hallucination rate, latency, cost, and ROI.
suggest.followupCreate human-owned follow-up tasks from ticket state and AI findings.
Data ownership

Tables are grouped by the decision they protect.

The schema separates operational work, agent design, retrieval knowledge, and audit evidence so production services can scale without hiding what the AI changed.

OperationsRuns the service desk workflow without depending on AI being available.
businessesticketsticket_messagesticket_documentsticket_draftsfollow_up_tasks
Agent systemConnects consulting discovery, reusable agent design, and measurable rollout quality.
client_discovery_sessionsagent_blueprintsagent_evaluation_runs
KnowledgeStores retrieval sources, metadata filters, and pgvector embeddings for cited RAG.
knowledge_sourcesknowledge_chunks
AuditKeeps prompts, outputs, approval states, feedback, and operator actions reviewable.
ai_runsaudit_events
EventsKafka/Redpanda-shaped envelopes carry schema version, correlation ID, and idempotency key.
WebhooksSigned deliveries show endpoint ownership, replay, retry state, and secret rotation.
WatchtowerTrace spans link tickets, events, webhooks, and AI runs into one review surface.
EvaluationGolden scenarios track pass rate, citations, hallucinations, latency, cost, and ROI.