Omni – Omnichannel Customer Service & AI Agent Platform

Developed a multi-tenant customer service platform that brings Web Chat, Telegram, WhatsApp and Messenger into one inbox. AI agents answer using business knowledge, while the team can take over conversations with their context intact.

What I built • Built a TypeScript monorepo with Next.js, a NestJS API, PostgreSQL through Drizzle ORM and BullMQ/Redis workers for message processing and AI jobs. • Integrated messaging channels through webhooks and shared adapters, with real-time inbox updates using Socket.IO and escalation from AI to human operators. • Developed agent configuration, document ingestion, hybrid retrieval and evidence-based guardrails to ground AI answers in each organisation's knowledge base. • Provided contact management, product catalogues, broadcasts, analytics and team settings for customer service operations. • Implemented authentication, role-based access control, audit logs and per-organisation data isolation in application queries, with service routing through Nginx.

Stack: Next.js, NestJS, TypeScript, PostgreSQL, Drizzle ORM, Redis, BullMQ, Socket.IO.

The screenshot uses demonstration data.