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CASE STUDY · AI SAAS · 2026

TAWADUD

A full-stack customer experience platform connecting an AI agent, company knowledge, shared conversations and human support in one system.

ROLEFull-Stack Developer · Product Designer
SYSTEMSAI Agent · Shared Inbox · Knowledge · Human Handoff
STACKNext.js · React · TypeScript · Supabase · PostgreSQL · OpenAI
Open live product ↗
PRODUCT INTERFACEAI + HUMAN WORKFLOW
tawadud / workspace / inbox
SHARED INBOX

Conversations

Website inquiryAI answered · now
Product questionAssigned · 4m
Support requestHuman handoff · 9m
Customer conversationAI ACTIVE
Can you explain how this service works?
Yes. I can answer from the company knowledge base, and hand the conversation to a teammate when needed.
Reply or take over… ↵
THE PROBLEM

Customer support breaks when knowledge and conversations live in separate places.

Repeated questions create unnecessary workload when information is scattered across documents, web pages and individual conversations. A disconnected handoff also forces customers to repeat context.

I built TAWADUD around one connected workflow: the AI answers from approved knowledge, conversations stay visible to the team, and a person can take over without losing history.

CORE SYSTEMS
01

AI Agent

Arabic and English answers grounded in approved company knowledge, with uncertainty routed to a person.

02

Shared Inbox

A shared view of conversations, assignment, follow-up and replies from human teammates.

03

Knowledge

Import and index website pages, documents and written answers for retrieval during conversations.

04

Human Handoff

Move a conversation from AI to a person while keeping its history in the same workspace.

IMPLEMENTATION

From interface and data model to AI behavior and deployment.

The application combines Next.js and React interfaces with TypeScript product logic, Supabase/PostgreSQL data, workspace access controls, OpenAI-powered answers and Vercel deployment.

I implemented the embeddable website widget, knowledge ingestion flows, conversation assignment, analytics, workspace roles, multi-factor authentication and account security controls.

I also tested customer and operator paths, reviewed failure states and iterated on behavior until the product worked as one coherent system rather than a set of disconnected screens.

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