Skydesk — AI-Assisted Airline Support Platform

Overview

Skydesk is a production-grade support-ticketing system for post-booking airline operations (cancellations, refunds, baggage). Passengers verify via PNR; agents work an SLA-tracked queue assisted by an AI copilot that triages tickets and drafts policy-cited replies.

Problem

Airline support operations needed to scale with secure authentication, SLA tracking, and consistent, policy-compliant replies.

Solution

Built with Clean Architecture, DDD and CQRS, it uses Google Gemini for automatic ticket triage and hybrid (semantic + keyword) RAG-based reply drafting. A CI retrieval-eval suite and a deterministic AI output-safety layer guard quality. AI processing is decoupled via a transactional outbox pattern.

Highlights

• Google Gemini AI copilot: policy-cited reply drafts, risk flags, and next-action suggestions.
• Hybrid RAG (0.7 semantic + 0.3 keyword) with an eval suite validating recall@5 ≥ 80% in CI.
• Robust security: rotating refresh tokens, PBKDF2-SHA256, role-based access, IDOR protection, account lockout and rate limiting.
• Idempotent background SLA engine (auto-escalation/close) and 73 automated tests (xUnit + Vitest).

Screenshots