Servia
An AI-powered omnichannel helpdesk that turns every customer conversation into one ticket.
- Role
- Full Stack & AI Automation Engineer
- Client
- ISS
- Timeline
- Dec 2025 – Present
- Type
- SaaS · AI · Helpdesk
The problem
Support teams for ecommerce brands answer customers across email, social DMs and marketplaces like Amazon, eBay and Etsy, each in its own inbox. Context gets lost, duplicates pile up, and nobody can see whether response-time promises are being kept.
What I built
- 01
Unified 8+ channels into single ticket threads, without duplicates.Unified 8+ channels (Gmail, WhatsApp, Instagram, Amazon, eBay and more) into single ticket threads with duplicate detection.
- 02
Built the Gmail integration: OAuth, token storage and mailbox sync.Built the Gmail integration: OAuth 2.0, secure token storage, mailbox sync and thread matching per brand account.
- 03
AI-drafted replies, each approved by a person before it goes out.Designed AI-drafted replies that pass a 1–5 star human review, with brand voice settings and guardrails on refunds.
- 04
SLA engine with response targets, live timers and breach alerts.Built an SLA engine with priority-based response targets, live countdown timers, breach alerts and escalations.
- 05
Role-based access with custom roles, audit logs and multi-org admin.Implemented RBAC with custom roles, per-user overrides, route-level enforcement, audit logs and a multi-org admin.
- 06
AI onboarding from a company's website, plus Stripe and Shopify.Added AI onboarding that scans a company's website to pre-fill setup, plus Stripe and Shopify integrations.
Results
- 8+
- Channels unified
- 5
- Ticket lifecycle stages
- 3
- Built-in roles, plus custom
Outcome
One workspace where agents see every conversation, order and SLA deadline together, and AI drafts the first reply while a human keeps the final say.
Next project
Bouncely
A multi-tenant SaaS that gives every party-rental business its own storefront, booking flow and payouts.
