MUMBAI, India, June 22 -- Intellectual Property India has published a patent application (202641050685 A) filed by The Principal, Sns College Of Technology on April 21, 2026, for Ai-Powered Multi-Tenant Customer Support And Business Intelligence Saas Platform With Adaptive Escalation And Rag-Based Response Generation.
Inventors include Prabhu V; Ahill S; Ajmal A; Anusraj C R; and Karthik G.
The application for the patent was published on June 12, 2026, under issue no. 24/2026.
Abstract: The present invention relates to an AI-powered multi-tenant Software-as-a-Service platform for customer support automation and business intelligence analytics comprising a multichannel intake engine, an AI processing system, a retrieval-augmented generation module, a response generation module, a sentiment analysis engine, an escalation decision engine, a business intelligence module, a human-agent interface, and a multi-tenant database. Customer messages received from email and web chat channels are normalised and routed through a preprocessing pipeline. A vector embedding engine converts message content and knowledge base articles into semantic representations, and a knowledge base query processor retrieves contextually relevant content via approximate nearest-neighbour search over a FAISS vector index. Retrieved knowledge, customer CRM attributes, and interaction history are assembled by a context aggregation unit into structured prompt context for a large language model, which generates contextually accurate draft responses. A sentiment analysis engine evaluates message emotional valence, and an escalation decision engine computes a composite frustration score to trigger adaptive escalation when threshold conditions are met. A business intelligence module aggregates operational metrics and produces AI-authored executive summaries for tenant business owners. The platform operates under a subscription-based multi-tenant architecture enforcing complete data isolation, configurable usage limits, and role-based access control across all tenant organisations.
Disclaimer: Curated by HT Syndication.
