SaaS · AI · Multi-tenant
nyai.support
A single dashboard that unifies every channel + an AI agent that replies automatically using the client's knowledge base, escalating to a human for complex cases. Multi-tenant and ready to scale.
Several SME owners we knew had the same problem: their support team was drowning in chats across channels (WhatsApp Business, Instagram DMs, Tokopedia chat, email, even an old Messenger bot) — no shared history between channels, slow replies, and customers complaining in reviews. Off-the-shelf SaaS like Zendesk was too expensive and overkill for Indonesian SMEs.
We needed a platform that could: (a) host many tenants with isolated data, (b) handle concurrent WhatsApp webhooks from thousands of conversations, (c) use Gemini for response generation while staying token-efficient, and (d) be extendable — every tenant can have its own knowledge base and agent tools. Decisions: multi-database isolation, a modular PHP architecture with a function loader, and Gemini with context caching + RAG.
A native PHP admin panel for human agents, a JS widget to embed on client websites, and a backend that receives webhooks from every channel and routes them to the AI agent or escalates to a human. 200+ modular tools (from 'check_order_status' to 'create_refund') that can be enabled per tenant. Real-time sentiment analysis — when a customer seems frustrated, the conversation is escalated to a human automatically.
MVP live in 10 weeks. Pilot tenants (a beauty store and a fashion retailer) went from a 35% to a 90% response rate without adding staff. Now scaling to 50+ tenants with a per-message / per-tenant revenue model. Next: an agent-tools marketplace for third-party developers.
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