Mar 2026
Cloud AI customer support desk
A help desk that automates tier-1 telecom support with LLM query classification and hands tickets to human agents.
A cloud-native help desk for tier-1 telecom support. An LLM classifies each query, answers what it can, and escalates the rest as tickets to human agents.
What I built
- Infrastructure as code. CloudFormation provisions a VPC across two availability zones, a load balancer, and auto scaling from 2 to 4 instances, with CloudWatch alarms.
- Data and security. I owned the DynamoDB schema (4 tables, encrypted at rest), IAM policies, security groups, bcrypt-hashed staff logins, and server-side secret handling.