Project
Kotib Support
kotib-support
Overview
Backend for an omnichannel AI support desk. Conversations from Telegram - both bot accounts and full user accounts - plus Instagram and website chat land in one operator inbox. Knowledge is organised per department in two forms: uploaded PDF and DOCX documents, and structured knowledge items built from text blocks with optional images per block, each versioned through draft and published states in Uzbek, Russian or English. The assistant answers from that base using vector embedding search and returns the relevant block images alongside its reply, escalating to a free operator with full history when it cannot help.
Key Results
Telegram, Instagram and web chat unified into one operator inbox
Per-department knowledge base: PDF/DOCX uploads plus structured knowledge items
Text blocks with images, returned by the AI alongside its answer
Draft and published states per knowledge item, in UZ, RU and EN
Retrieval over vector embeddings
Escalation to a human with the full conversation history
Telegram coverage via both bot and full user accounts
Auto-reply, conversation-leads and analytics dashboards