AI Customer Support & RAG Platform for WineSpot.ai
- Context
- AI-powered customer support platform for wineries and DTC wine brands
- Focus on wine club support, order management, and customer communication
- Customer-facing AI agent delivering instant, 24/7 responses
- Challenges
- High volume of repetitive customer inquiries during wine club, shipment, and event cycles
- Fragmented communication channels (email, chat, SMS, voice)
- Delivering accurate, context-aware responses based on consolidated, customer-specific business information sourced from websites, documents, policies, product catalogs, events, memberships, CRM systems, and other internal resource management platforms
- Keeping customer-facing knowledge continuously up to date as content changes
- Meeting scalability, reliability, and observability requirements in a cloud-native environment
- Solution
- Design and implementation of a microservices-based AI platform deployed on Azure Kubernetes Service (AKS)
- Retrieval-augmented generation (RAG) pipelines with near real-time index updates using website crawlers, REST APIs, and webhook-based ingestion
- Centralized, self-hosted prompt management enabling versioning, governance, and controlled rollout of prompt changes
- Azure-managed databases and cloud-native services for persistence and scalability
- Dynamic traffic routing, autoscaling, and replication via Kubernetes ingress controllers
- End-to-end observability implemented using Prometheus, Grafana, Datadog, and OpenSearch
- Outcome
- Production-ready AI customer support platform serving real winery use cases
- Near real-time, accurate responses powered by continuously updated RAG indexes
- Reduced operational burden on winery staff during peak support periods
- Stable, scalable cloud-native operations on Azure Kubernetes infrastructure
- Reusable platform foundation for additional AI-driven CX features