OrchiServe CX

This project is an enterprise-grade Customer Service Automation Agent that goes far beyond a traditional chatbot. It autonomously reads customer emails or voice notes, analyzes intent, urgency, sentiment, and category, and then intelligently plans the next step. Powered by watsonx.ai and NLU, the agent classifies tickets, extracts entities such as order ID/payment details, prioritizes angry customers, and generates the optimal action based on business policies. The system uses Watsonx Orchestrate to carry out actual, multi-step processes like generating support tickets, providing refunds, updating CRM, retrieving order status, sending follow-up responses, and elevating complicated problems to human agents. For complete auditability, every step is recorded in Cloudant, and call center-ready voice automation is made possible by the smooth integration of STT and TTS. The end product is a fully autonomous support agent that can reason, plan, act, and resolve customer issues, resulting in quicker support, less work, and an enterprise-level return on investment.