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I was recently a guest on Patrick Daly’s podcast - the Interlinks Podcast.
We discussed how automation has evolved: from classic RPA to AI, and the redesign of processes and systems that truly help businesses operate faster.
We also talked about why not every process should be automated right away.
First, you need to understand, standardize, and build the process itself. Because automating chaos is just making chaos happen faster 🙂
We also touched on the topic of growing a tech company in Kyiv during the war: uncertainty, the team, international clients, and how to keep moving forward when it’s hard to plan ahead.
Thanks to Patrick for the invitation and the interesting conversation.
Listen to the full episode: Apple Podcasts
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AI Customer Support Agent for Web Form, Gmail & WhatsApp
An AI support agent that answers customer questions across a web form, Gmail and WhatsApp, and hands off to a human team when it should. Load-tested with 200+ messages and no lost messages.
I built an AI customer support agent as a demo for a fictional SaaS company called Flowmint. Customers can write through a web form, Gmail or WhatsApp. The agent finds the answer in a knowledge base, replies on the same channel, and passes the conversation to a human team (Billing, Sales, Support) for refunds, special pricing, or when a customer asks for a person.
One agent for three channels, with replies formatted for each (a clean HTML email, a short WhatsApp message, a private web tracking page)
Safety rules written in code: it can only quote approved prices, and refunds always go to a human
Remembers returning customers on email and WhatsApp
Private ticket tracking page with a secret tracking code
If the AI service is busy, it switches to backup AI models, and to a knowledge-base answer if all are limited
I load-tested the agent for 24 hours with 200+ messages across all three channels, using simulated customers plus real emails and WhatsApp messages I sent myself.
212 messages in, 212 replies out, none lost
Only 3.3% needed a human
Areas I’m improving: faster replies with a paid AI plan, and spam protection for the web form.
Tech stack: Python, FastAPI, OpenAI Agents SDK, Kafka, PostgreSQL, Next.js, Docker, Gmail API, WhatsApp Cloud API.
Writing the safety rules in code, not in the prompt, is the part I like most: approved prices only, and refunds always go to a human. My RAG demo also passes the question to a person when the guide has no answer. How does your agent decide that a customer "asks for a person": a fixed list of phrases, or does the model decide?
Two designs. One idea. Two different ways to experience travel. ✈️
What if planning your next trip felt less like managing a checklist and more like discovering a story waiting to unfold?
Trailora makes discovery feel effortless, while Horizon turns travel planning into a smarter, more structured experience.
Same industry. Different design directions.
Which direction would you choose: the freedom to explore or the confidence of a well-planned journey?
25 voted
71%
10 voted
29%
35 votes
Closed
Both are lovely! The second one feels more like an adventure, which fits travel well.