AI Support Platform
ECHO
ROLE
SOLO BUILD — FULL PLATFORM
TIMELINE
SHIPPED · ACTIVELY MAINTAINED
SCOPE
STACK
OVERVIEW
A multi-tenant SaaS: companies embed an AI support widget with a single script tag, upload their docs, and Echo answers customers around the clock — escalating to humans the moment it should.
Echo is three independently deployed apps in one Turborepo — the operator dashboard, the visitor widget, and a zero-dependency Vite loader that injects an organization-scoped iframe from a single script tag with a window.EchoWidget API.
The support agent runs Gemini 2.5 Flash through Convex's agent framework with three autonomous tools: semantic search over the org's namespaced RAG embeddings, escalation on detected frustration, and resolution on confirmed satisfaction. Knowledge bases ingest PDF, CSV and TXT with content-hash deduplication — and answers are grounded exclusively in those documents.
Voice support runs on Vapi with live transcripts and call controls, keys encrypted in AWS Secrets Manager. Operators get a realtime inbox with AI-drafted replies, full visitor context (device, browser, country, session history), and one-click human takeover. Multi-tenancy, billing and plan gating run on Clerk organizations; Sentry covers client, server and edge.
OUTCOMES
No hallucinations: if the answer isn't in your knowledge base, a human gets the ticket.