Designing an AI-Powered Customer Support Platform for Commerce

CHALLENGE

MooseDesk is an AI-powered customer support platform for Shopify merchants, bringing live chat, support tickets, self-service and customer conversations into a unified support experience. The engineering challenge extended beyond chatbot response generation. AI workloads needed to operate alongside persistent conversation data, helpdesk records, caching, background services, Shopify events and external notification channels while remaining secure and scalable.

SOLUTION

MooseDesk is an AI-powered customer support platform for Shopify merchants, bringing live chat, support tickets, self-service and customer conversations into a unified support experience. The engineering challenge extended beyond chatbot response generation. AI workloads needed to operate alongside persistent conversation data, helpdesk records, caching, background services, Shopify events and external notification channels while remaining secure and scalable.

POC VALIDATION

• Defined a production-oriented architecture connecting AI chatbot services with operational helpdesk data.
• Designed separate data patterns for live-chat conversations, helpdesk records, session state and AI retrieval workloads.
• Established an event-driven integration model for Shopify and asynchronous customer-support workflows.
• Created a scalable cloud foundation allowing AI, application and data services to evolve through defined interfaces.

TECHNOLOGIES

Amazon CloudFront · AWS WAF · Amazon API Gateway · Amazon EKS · Amazon Bedrock · Amazon OpenSearch · MongoDB Atlas · Amazon ElastiCache for Redis · Amazon EventBridge · Amazon SQS · AWS Lambda · Terraform