I built an Automated Service Request Agent that interacts with customers over the phone — diagnosing furniture issues, offering DIY fixes when possible, and capturing everything else straight into our service system for a technician.
The Same Questions, All Day
Customer support for furniture issues meant fielding the same diagnostic questions over and over — many of them problems a customer could solve themselves with the right guidance. The rest still needed a person, but only after someone manually captured the details. Both halves were ripe for automation.
What I Delivered
Phone-based agent
Built an automated agent that talks customers through diagnosing furniture problems over the phone.
DIY solutions
Offered guided DIY fixes when possible, empowering customers to resolve simple issues on their own.
Captured to service system
Handed off everything else — full details intact — straight into the service system for a technician.
Smarter first contact
Turned first contact into a smart triage layer that resolved or routed every request cleanly.
Skills & Tools
The stack behind this build — tap any to see related work.
The Impact
Simple issues resolved by customers themselves, complex ones captured and routed automatically — a support process that answered the routine and freed the team for the calls that genuinely needed them.
The Best Support Answers Itself
Not every service request needs a person — it needs the right answer, fast. An automated agent that diagnoses, guides, and captures turned a repetitive phone queue into self-service where it could be, and clean handoffs where it couldn’t.
Image credits: “2009-05-03 Man talking on cell phone in parking lot” by Ildar Sagdejev (Specious) (CC BY-SA 4.0) · “Ikea Frustration (27879380013)” by Bruce Szalwinski (CC BY 2.0) · “Michał Frąckowiak – Office computers” by Michał Frąckowiak (CC BY-SA 2.0)
