Thunai Automates Customer Support with AI Agents and Data Streaming

What this post added

Thunai details how they use Confluent's data streaming platform as their backbone for an agentic AI platform focused on automating customer support. They ingest live customer conversations, CRM updates, and user interactions as streaming context to continuously update their 'Thunai Brain' knowledge base. This enables real-time AI agent actions, L1 task deflection, and real-time agent assistance. The post highlights the technical challenges of batch processing for real-time AI and how Confluent's low latency, scalability, and reliability address these. A reference architecture is provided showing data ingestion from producers to Kafka topics, consumption by agents, normalization, enrichment, and storage as vector embeddings in MongoDB Vector DB, keeping the knowledge base updated without batch processing. They utilize multiple LLMs on top of this streaming context.