Rached Souihi@Rached-Souihi

Customer Support Escalation Router is an AI-powered agentic workflow designed to streamline customer support operations through intelligent automation. Built using CrewAI, FastAPI and React, the system leverages multiple specialized AI agents to analyze incoming support tickets in real time. The workflow includes ticket classification, priority detection, intelligent routing, and contextual response generation. Each agent focuses on a dedicated task, enabling transparent and modular decision-making throughout the support pipeline. The platform can identify billing issues, complaints, technical problems, feature requests, and sensitive PII-related requests while adapting escalation decisions based on urgency and customer tier. The project also emphasizes explainability by visualizing the agent workflow and displaying the reasoning process behind ticket handling decisions. Security-sensitive requests are automatically flagged and escalated appropriately to avoid exposing confidential information. This project demonstrates how agentic AI systems can improve support efficiency, reduce manual triage effort, and provide faster, more reliable customer assistance. While currently developed as an MVP, the system could be extended with integrations for Slack, CRM platforms, Zendesk, Jira, email systems, analytics dashboards, and real-time customer support infrastructures.

📅 May 11–19, 2026 • May 11 – 19: Online Build Phase. • May 18 (Hybrid Build Day – Online & Onsite) • May 19 (Demos & Awards – Online & Onsite) 🌍 Hybrid event. Join online from anywhere or build onsite at the venue. 🏆 Winners will be announced live on stage at the AI & Big Data Expo North America on May 19 📍 On-site Venue (May 18–19): San Jose McEnery Convention Center, CA, USA 🤝 Join solo or with a team. 🎟 FREE AI & Big Data Expo North America ticket included for participants that are able to join the on-site phase. 🏆Compete for a $10,000 prize pool 🧑‍💻 Apply now to design, prototype, and showcase enterprise-ready innovation.

Grab your ideas, spin up compute, and start building what’s next! Start with $100 in AMD Developer Cloud credits and begin building right away. Get access to hands-on tutorials, workshops, and curated learning resources to help you build faster and go further. To unlock credits and join the hackathon, sign up for the AMD AI Developer Program. 🤝 Go solo or team up — ship something real. 💰 $21,500+ total prize pool & 1 × AMD Radeon™ AI PRO R9700 GPU up for grabs. 📍 On-site Venue (May 9-10): MindsDB SF AI Collective 3154 17th St, San Francisco, California, USA 📍On-site participation is by invitation only. Travel and accommodation expenses will not be covered. 🧑‍💻 Developers, builders, and innovators - bring your boldest ideas and let’s turn them into real AI systems on AMD.