SupportNova is an enterprise complaint intelligence platform that blends a Generative AI pipeline with an independent deterministic Python ground-truth engine to prevent hallucinations and unauthorized promises.

The platform yields multi-dimensional analyses, including issue classification, sentiment and emotional indicators, operational urgency versus business priority, entity extraction, and missing information detection to prompt clarifications.

Escalation rules employ a six-tier hierarchy with mandatory deterministic overrides when policy or risk demands, ensuring no escalation to critical management unless warranted.

Policy grounding relies on an in-memory BM25 engine and a strict precedence hierarchy to resolve conflicting policy excerpts and detect out-of-date claims, preventing drift.

Prompt engineering is treated as code—with versioned Jinja2 templates and a strict structured-output contract that enforces JSON outputs parseable by downstream systems.

A rigorous cross-pipeline verification process compares GenAI outputs to deterministic results, computing a verification score and routing to automated or human review based on risk and policy adherence.

Resilience is built in through thread-pool deadlines, permanent cooldowns for invalid API usage, and echo detection to block outputs that merely echo system prompts.

The platform tackles large-scale consumer electronics support challenges such as unstructured narratives, complex policy catalogs, misrouting, and SLA penalties.

Hybrid routing assigns primary and supporting departments to complaints, with mismatches between GenAI and deterministic routing triggering manual review.

The system architecture is modular, built with Python, FastAPI, SQLAlchemy, PostgreSQL, Alembic, Pydantic, and JSON Schema, ensuring a clear separation between cognitive extraction and deterministic control layers.

Pipeline 1 uses generative AI for cognitive parsing, sentiment analysis, and draft communications, while Pipeline 2 enforces deterministic rule-based decisions, eligibility checks, SLA enforcement, and mandatory escalations.

SupportNova supports multiple AI providers (OpenAI, Google Gemini, Anthropic, xAI/Grok, Groq, Ollama) with a dynamic fallback chain to local models for resilience during outages.