CUSTOMER SUCCESS STORY · AI & CUSTOMER SUPPORT
MooseDesk modernizes omnichannel customer support with Generative AI on AWS.
Generative AI · Cloud engineering · Customer supportAT A GLANCE
The project at a glance.
MooseDesk is an AI-powered support platform for Shopify merchants, bringing live chat, tickets, social messaging and self-service together in one workspace. Its AI Chatbot retrieves knowledge, answers FAQs, suggests products and hands complex conversations to human agents when needed.
TitanBases successfully delivered the AWS architecture for MooseDesk AI Chatbot and Helpdesk, now operating in production as confirmed by the project owner. The solution combines Amazon Bedrock Knowledge Bases, Amazon EKS, MongoDB Atlas, Redis and event-driven Shopify integrations.
Solution delivered by TitanBases
- Established secure ingress using Amazon CloudFront, AWS WAF, Amazon API Gateway and private connectivity into Amazon EKS.
- Built a RAG workflow with Amazon Bedrock, Amazon S3, Titan Text Embeddings V2 and OpenSearch Serverless.
- Integrated live chat, Helpdesk and Shopify events using MongoDB Atlas, Redis, EventBridge, SQS and Lambda.
Delivered outcomes
- The AWS AI Chatbot and Helpdesk engagement was completed successfully and is now in production.
- AI processing, conversation data, ticketing and Shopify event pipelines are separated into defined workload layers.
- The cloud foundation supports data protection, monitoring, testing and operational scale.
ABOUT MOOSEDESK
From fragmented conversations to one connected customer support experience.
MooseDesk helps e-commerce brands centralize customer conversations from live chat, support tickets and social messaging in a unified inbox. Teams can track requests, manage resolution and deliver consistent support throughout the shopping journey.
Its AI Chatbot retrieves answers from a Knowledge Base, offers contextual product recommendations and supports self-service through an embedded widget. Complex conversations are handed to human agents, while Shopify order, cart and checkout events drive operational workflows.
Omnichannel inbox
Live chat, tickets and social messaging in a single workspace.
AI Chatbot and RAG
Knowledge-based Q&A, semantic retrieval and context-rich responses.
Self-service commerce
FAQs, order tracking and help content in the customer widget.
Shopify workflows
Cart, checkout and order events trigger asynchronous Helpdesk processes.
TitanBases delivered the AWS infrastructure and technical integration for AI Chatbot and Helpdesk, connecting Bedrock RAG, EKS services, MongoDB Atlas data and Shopify event workflows. MooseDesk retained application business logic and third-party licensing responsibilities under the SOW.
THE CHALLENGE
Business challenge · AI at scale · Omnichannel · Secure data
Every customer conversation must be understood, answered quickly and handled securely.
For Shopify merchants, support requests span live chat, ticketing, social messaging, order tracking and after-sales service. MooseDesk needed a unified experience that could automate repetitive questions while escalating complex issues to human agents.
The engineering challenge was connecting contextual AI answers with conversation history, ticketing data and Shopify events while preserving privacy, elastic performance and control over GenAI costs.
TitanBases delivered AWS platform architecture, GenAI infrastructure, security, monitoring, testing, documentation and handover. Application business logic and third-party licensing were outside TitanBases’ contracted scope.
ENGINEERING AT SCALE · PRODUCTION WORKLOAD
One support platform. Many customer channels. Context-aware AI.
MooseDesk connects AI retrieval, Kubernetes services, conversation data and Shopify events into a Helpdesk platform operating in production.
Successfully delivered and operating in production. These are architectural capabilities, not measured business KPIs or uptime.
THE SOLUTION
AWS architecture · Kubernetes · Data · Retrieval · Events
One coordinated architecture for conversations, AI and Helpdesk.
Customer traffic enters through Amazon CloudFront protected by AWS WAF, then Amazon API Gateway. VPC Link connects private NLB and ALB ingress with services on Amazon EKS. Chatbot, live chat, Helpdesk and background workloads are separated; Redis serves sessions and cache, while MongoDB Atlas stores conversation, ticket and operational data.
Knowledge documents in Amazon S3 are indexed through Amazon Bedrock Knowledge Bases using Titan Text Embeddings V2 and OpenSearch Serverless. The application uses Bedrock RetrieveAndGenerate with Claude for context-grounded responses. Shopify webhooks enter EventBridge, SQS and Lambda; asynchronous Helpdesk workflows also use RabbitMQ, SendGrid and Slack.
SOLUTION ARCHITECTURE
AWS Architecture · MooseDesk project diagram
SOURCE: MOOSEDESK TECHNICAL PROJECT PLAN · FEBRUARY 24, 2026
MooseDesk AWS architecture
CloudFront, WAF, API Gateway and VPC Link to private load balancers.
EKS services, MongoDB Atlas conversation data and Redis sessions.
Bedrock, Titan V2, OpenSearch and source documents in Amazon S3.
Shopify webhooks, EventBridge, SQS, Lambda and Helpdesk notifications.
DELIVERED · IN PRODUCTION
An AI Helpdesk platform operating in production.
TitanBases confirms that the MooseDesk engagement was completed and is now running in production. The points below represent delivered architecture capabilities, not invented business KPIs, measured accuracy or uptime.
AI KNOWLEDGE RETRIEVAL
RAG
Bedrock Knowledge Bases, Titan Text Embeddings V2 and OpenSearch ServerlessKUBERNETES WORKLOAD LAYER
EKS
Containerized chatbot, live chat, Helpdesk and background processingLIVE CHAT · TICKETING DATA
Atlas
Conversation and Helpdesk data with Redis-supported workflowsEVENT-DRIVEN INTEGRATION
Events
Shopify webhooks, EventBridge, SQS and LambdaThe SOW identifies 99.9% availability as a design and testing criterion. This case study does not convert it into measured production uptime. Verified benchmarks can be added after approval.
TECHNOLOGIES
The AWS, data and GenAI stack behind MooseDesk.
Services are grouped by architectural responsibility, from AI retrieval and chat workloads to Shopify events and operations.
EDGE AND KUBERNETES
GENERATIVE AI AND RAG
CONVERSATION AND EVENTS
SECURITY AND OPERATIONS
OPERATING IN PRODUCTION
From AI architecture to a customer-support platform in operation.
MooseDesk operates its AI Chatbot and Helpdesk workload in production on the AWS foundation delivered by TitanBases. Verified measures such as latency, response quality and automated ticket resolution can be added after public approval.
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