SaaS and e-commerce companies paying high per-resolution fees ($0.99+ per AI resolution) on off-the-shelf helpdesk bots—or suffering from generic bots that cannot take real actions in their backend—frequently search to hire a freelance AI customer support agent (Zendesk, Intercom, Freshdesk, Gorgias, Chatwoot) programmer. I am Aldian Fazrihady, a Senior Freelance AI Application Engineer and Full Stack Programmer.
Core Action-Taking AI Support Engineering Capabilities
- Tool-Calling Support Agents That Actually Resolve Tickets: Connecting your support agent directly to your internal PostgreSQL database, Stripe billing API, and 3PL shipping trackers so it can check live order status, issue prorated refunds, reset 2FA, or update shipping addresses autonomously.
- Citation-Backed Help Center & Historical Ticket RAG: Indexing your documentation, Notion runbooks, and resolved Zendesk/Intercom tickets in `pgvector` with confidence-threshold routing.
- Agent Copilot Drafts for Complex Tier-2/Tier-3 Tickets: Pre-drafting internal notes and suggested replies inside Zendesk/Intercom/Chatwoot for human support engineers to review and send in one click.
Frequently Asked Questions
How do you prevent an AI support bot from hallucinating refund policies or making unauthorized account changes?
All mutating tools (refunds, plan changes, cancellations) enforce deterministic backend policy checks (e.g., `refund_amount <= $100` and `days_since_purchase <= 30`) and require OTP verification or human-in-the-loop approval above threshold limits.
How do I hire you to build our custom AI customer support system?
Hire me via Upwork.