Architecture

How RelayDesk uses Aicoo as the coordination layer for multi-agent support workflows.

The Problem

Support work breaks when every handoff loses context. Multi-team coordination is slow. AI agents need identities and routing, not just model calls. Customers repeat themselves. Agents start from zero. Escalations lack context.

The Solution: RelayDesk

RelayDesk uses Aicoo as the coordination layer that makes people, agents, and workflows work together. Every actor has an identity. Every handoff preserves context. Every action is auditable.

System Overview

NVIDIA NIM

AI inference for request understanding, routing decisions, resolution drafting, and grounded Q&A

Aicoo

Coordination layer for agent identities, routing, context sharing, and cross-team workflows

Multi-Agent System

Customer-facing agents, specialists, and human escalation managers working together

Context Persistence

Case context, notes, and audit trails preserved across all handoffs

Request Lifecycle

Step 1

Receive

Customer submits support request

Step 2

Triage

AI analyzes category, urgency, and sentiment

Step 3

Route

Aicoo routes to the right specialist agent

Step 4

Enrich

Context shared with specialist, notes added

Step 5

Resolve

AI drafts resolution, human reviews

Step 6

Audit

Complete trail of all actions and decisions

Aicoo Identity Model

Every actor in the system has a clear identity and role

Customer Support Bot

Support

customer_facing

intaketriagebasic_resolution

Billing Specialist

Finance

specialist

billing_analysisrefund_processingpayment_issues

Technical Support Agent

Engineering

specialist

bug_analysistechnical_debuggingsystem_issues

Onboarding Specialist

Customer Success

specialist

setup_assistancetrainingadoption

Escalation Manager

Management

escalation_manager

escalation_handlingoverride_authorityfinal_approval

How Aicoo is Used

Agent Identities

Every agent has a clear Aicoo identity with role, team, and capabilities. This enables access-aware routing and context sharing.

Cross-Agent Routing

Requests are routed through Aicoo to the correct specialist based on category, urgency, and team availability.

Context Persistence

Case context is stored in Aicoo and shared with agents through Mountable Context Cells, ensuring each agent sees only what they need.

Human Handoff

When AI cannot resolve, Aicoo facilitates handoff to human agents with full context preserved.

Why Aicoo is Central, Not Decorative

Without Aicoo: Agents are isolated. Context is lost at every handoff. Routing is manual. Escalations lack context.

With Aicoo: Agents have identities. Context moves with the case. Routing is intelligent. Every action is auditable.

Result: Faster resolution, happier customers, accountable workflows, and a coordination layer that scales across teams.