Introduction

What is customerSAX?

customerSAX (CSA) is an AI-native commerce customer-service resolution platform. It gives a support representative a single console to resolve real commerce work — orders, carts, returns, refunds, shipping and support tickets — against a live commerce backend, with an AI assistant that can do the same work the rep can.

The defining idea is one execution path for two experiences:

• A rep can drive a task through a guided stepper in the UI (Create Order, Create Ticket, Return / Refund), or
• A rep can ask for the same thing in free-form chat with the AI assistant.

Both paths call the same backend tools, so they always produce identical, real results. There is no "demo mode" branch that behaves differently from the real one.

The value proposition

• Real work, not suggestions. Every value shown to a rep — price, order number, return eligibility, ticket status — comes from a real backend call. Nothing is mocked, hardcoded, or fabricated. If an upstream field is genuinely missing, the UI says so honestly instead of inventing a placeholder.
• AI that shares the rep's guardrails. The assistant uses the same tools, the same access-control rules, and a defense-in-depth approval gate before any state-changing action (place order, cancel order, start return, create ticket).
• Platform-neutral commerce. The commerce layer is a swappable adapter. The assistant never learns the name of the backend; a platform-neutral GraphQL contract sits between the app and whichever commerce engine is wired up (commercetools is the one implemented today).

How the platform is shaped

customerSAX is a pnpm workspace driven by Turborepo (Node 20, pnpm 9.6.0). At a glance:

• A Next.js rep console (the studio / "studio") for the human UI.
• An Express AI-assist service that orchestrates the LLM, the tools, and memory.
• An Apollo Gateway (BFF) that federates the commerce and ticketing subgraphs into one GraphQL supergraph.
• A set of backend subgraphs / services: commercetools, ticketing, admin, plus a standalone auth service.

The Architecture & Flows section walks the full topology, and Service Documentation has a page per service.

New here? Start with Getting Started to run the whole thing locally, then read Architecture & Flows for the mental model.