We built a multimodal support agent powered by GPT-4 with retrieval-augmented generation (RAG) over Nexora's knowledge base. The bot understands natural language queries in both English and Albanian, maintains conversation context across sessions, and integrates directly with billing and provisioning APIs to take real actions — not just provide information.
Deployment spans web chat, WhatsApp Business API, and email via a unified PHP backend with MySQL conversation logging. Every interaction is scored for sentiment and intent drift, feeding a continuous improvement loop.
Complex or sensitive queries trigger a seamless handoff to a human agent with full conversation history, ensuring no context is lost.