Built an AI-powered, event-driven AWS system that auto-drafts contextual first responses for customer support tickets

The First Response Agent is an event-driven, serverless system on AWS that ingests support tickets from Zendesk, enriches them with customer-specific handling notes, and runs a multi-step AI reasoning pipeline to produce a high-quality first-response draft — which is posted back to Zendesk as an internal note for the agent to review.

The goal: reduce time-to-first-response, drive consistency across initial replies, and give engineers a strong starting point instead of a blank page. All components are serverless, observable via CloudWatch, and secured through IAM, Secrets Manager, and an API Gateway Lambda authorizer.

I designed and implemented the end-to-end pipeline — from the Zendesk-side webhook contract through the AI reasoning flow to the handling-notes sync.

I owned the prompt design, the AI orchestration, the deployment, and the observability layer — and validated the system at production scale.