Problem
Wood's product support needed more than a public chatbot. The team needed product answers grounded in verified documentation, staff escalation paths for low-confidence questions, traceable guardrail review, and admin workflows for unresolved knowledge gaps.
The platform also had to protect privileged services. Supabase service-role keys, model-provider credentials, Pinecone access, webhook secrets, and cron secrets all needed to stay behind the backend boundary instead of leaking into browser code.
Solution
Atero built a full-stack platform with a NestJS API, Supabase Postgres/Auth/Storage, Pinecone retrieval, OpenAI-compatible model calls, and a Next.js internal frontend.
The system routes requests through typed agent services for intake, recommendations, specifications, comparisons, troubleshooting, guardrails, escalation summaries, and knowledge-gap clustering. The chat path combines product records, document chunks, classification, prompt construction, and model completion while preserving the public response contract.
Admin and internal workflows were added for escalation ownership, transcript review, trace inspection, guardrail observe progress, per-agent cost breakdown, and knowledge-gap report review.
Outcome
The project delivered public and internal chat surfaces, retrieval-backed product support, role-gated admin tools, escalation queue ownership, session memory controls, agent trace observability, and a knowledge-gap workflow that turns unresolved questions into prioritized content work.
- Public and internal chat sessions with stable response shape.
- Routed specialist agents for recommendations, specifications, comparisons, and troubleshooting.
- Guardrail outcomes persisted on assistant messages with observe and enforce modes.
- Low-confidence paths that can capture unresolved queries and create structured staff handoffs.
- Authenticated session memory with bounded summaries, disclosure, update limits, and deletion support.
- Scheduled knowledge-gap processing with admin review and audit-backed action history.
