Customer Inbox Triage App

Overview

The Customer Inbox Triage app is a lightweight AI-powered tool that helps classify customer support messages and recommend actions. It uses Groq AI to categorize messages, applies rule-based urgency scoring, and suggests next steps based on predefined templates.

Problem Statement

Support teams waste time manually reading and triaging customer messages. This tool provides an automated first pass at classification to help prioritize and route messages more efficiently.

Tech Stack

• Frontend: React + Vite + Tailwind CSS
• AI: Groq API (Llama 3.3 70B - Free tier)
• Runtime: Browser-based (local development only)

Setup Instructions

Prerequisites

• Node.js (v16 or higher)
• npm or yarn
• Groq API key (FREE - get from https://console.groq.com)

Installation

1. Clone the repository

   git clone <repository-url>
   cd "L2 assessment"

2. Install dependencies

   npm install

3. Configure Groq API Key

   Create a .env.local file in the root directory:

   cp .env.example .env.local

   Edit .env.local and add your Groq API key:

   VITE_GROQ_API_KEY=gsk_your-actual-key-here
   

   Get your FREE API key from: https://console.groq.com/keys

   Why Groq? Groq offers a generous free tier with fast inference and no credit card required!

4. Run the application

   npm run dev

   The app will be available at http://localhost:5173

How It Works

1. Paste Message: User pastes a customer support message into the text area
2. Analyze: Click "Analyze Message" to process the input
3. Classification: The app runs three processes in parallel:
   • Category Classification (LLM): Uses Groq AI (Llama 3.3 70B) to categorize the message
   • Urgency Scoring (Rule-based): Applies simple rules to determine urgency
   • Recommendation (Template-based): Maps category to a recommended action
4. Display Results: Shows category, urgency tag, recommended action, and AI reasoning
5. History: All analyses are saved to localStorage and viewable in the History tab

Example Test Messages

Try analyzing these messages to see how the triage system works:

Example 1: Production Issue

Our production server is down

Example 2: Customer Feedback

Hi there! I just wanted to say thank you for your amazing customer service. I've been using your product for three years now and I'm really happy with it. Keep up the great work!

Example 3: Feature Request

I would love to see a dark mode option in the app. It would be much easier on my eyes during night time usage.

Example 4: Payment Issue

I tried to update my payment method but the page keeps loading forever. Is this a known issue?

Example 5: Billing Question

Can I upgrade my subscription to the pro plan?

Example 6: Technical Support

The dashboard won't load when I try to access it. I've tried refreshing but it keeps timing out.

Security Note

⚠️ Warning: This application exposes the Groq API key in the browser (using dangerouslyAllowBrowser: true). This is acceptable for local development only but should NEVER be done in production. In a real application, API calls should be made from a secure backend server.

Why Groq?

• ✅ Completely Free - No credit card required
• ✅ Fast Inference - Groq's LPU technology is incredibly fast
• ✅ Generous Limits - ~14,400 requests/day on free tier
• ✅ High Quality - Llama 3.3 70B performs excellently
• ✅ Easy Signup - Get started in minutes at https://console.groq.com

License

This project is for educational purposes only.