Turon Telecom Support Bot

Support agent for Turon Telecom, an ISP in Tashkent. It runs on a Telegram business-connected bot, so its replies appear in the customer's chat as though sent from the support account itself and a human operator can take over mid-conversation just by typing. The bot identifies the customer, classifies intent, answers FAQ questions, triages technical complaints and escalates when it cannot help. A seven-state finite-state machine drives the flow and a language model is invoked only where free-form understanding is actually needed, with regex and keyword matching handling the cheap cases first.