HelpDeskAI

HelpdeskAI is a customer support AI agent built in Axellero Studio that demonstrates how to automate first-line support using FAQs and seamlessly escalate unresolved issues into a structured ticketing system.

This tutorial is designed as a complete, end-to-end demo project. By following it step by step, you will reproduce the exact behavior shown in the recorded demo and understand how AI agents, tools, workflows, and databases work together inside Axellero Studio.

What You’ll Build

By the end of this tutorial, you will have built:

• An AI agent that understands user support requests
• Automated FAQ search and response logic
• Conditional escalation to ticket creation
• Customer identification and reuse
• Structured conversation logging for support teams
• A database-backed helpdesk workflow

Prerequisites

Before starting, make sure you have:

• Access to Axellero Studio
• Permission to create:
  • Agents
  • Tools
  • Backbase database tables
• Basic understanding of:
  • REST-style tools
  • Databases and tables
  • AI agent system prompts

High-Level Architecture

HelpdeskAI follows a tool-driven AI architecture, where the agent makes decisions but never performs system actions directly.

+-------------------+
|       User        |
+---------+---------+
          |
+-------------------+
|   HelpdeskAI      |
|     Agent         |
+---------+---------+
          |
+-------------------+
|       Tools       |
|  (Search, Create, |
|   Retrieve)       |
+---------+---------+
          |
+-------------------+
|     Database      |
| (Customers,       |
|  Tickets, FAQs)   |
+-------------------+