MCP
Customer support chatbot with unified ticket and CRM access
An enterprise-grade MCP-powered chatbot that connects seamlessly to CRM systems, ticketing platforms, and knowledge bases. It provides unified, context-rich responses, automatically creates support tickets when needed, and retains conversational context across follow-up interactions—delivering efficient, accurate customer support at scale.
US
MEDIA
4 people
8 months
01.
Challenges
Multiple siloed sources (CRM, ticketing, knowledge base) cause fragmented customer responses.
Real-time ticket creation and escalation across systems require synchronized context flow.
Maintaining conversation context while switching between support systems and follow-up chats.
Ensuring secure access and compliance across customer data platforms.
02.
Solution
Deployed MCP server connectors to CRM, ticketing (e.g. Zendesk), and KB systems, exposing unified JSON-RPC endpoints.
Enabled AI chatbot to perform context-aware queries and to create or update tickets via MCP tool calls.
Maintained conversation context using session tokens and MCP context metadata across systems.
Enforced OAuth- and role-based security on MCP layer to control data access and ensure compliance.
OUR INPUT
MCP Server Development
Client Development
Quality Assurance
Project Management
UI/UX Design
Cloud & Devops
Business Analysis
Security & Compliance
RESULT
With the trust of our partners, we have created a solution that not only meets the needs of users but also aligns with their values and contributes to a more sustainable future.
Our FeaturesApp Functionality
User Friendly Interface
Multi region & language support
Notifications
Video streaming
Search
saving in personal user lists
Customer Support
Analytics
15+ add providers integration
What we offersHOW WE DID IT
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Technologies we used
Creation Process
Market Research & Product Vision Shaping:
- Reviewed existing customer support workflows, identifying siloes across CRM, ticket systems, and KB that slowed response time.
- Defined vision for a unified MCP-powered chatbot to streamline user interactions and context handoff between systems.
- Gathered requirements from support teams to ensure the tool handled escalation, context continuity, and secure data access.
Strategic Consulting & Vendor Partnerships:
- Prioritized key features: CRM lookup, ticket creation, KB lookup, context persistence, and secure authentication.
- Created UX mockups illustrating chat flow with integrated CRM snapshots and clickable ticket actions.
- Mapped UI behavior and error states for seamless fallback when external systems are unavailable.
Scalable Architecture Design & Technical Framework:
- Built MCP connectors for Salesforce, Zendesk, and internal KB, each wrapped in JSON-RPC endpoints.
- Developed chatbot front-end that streams responses, invokes MCP calls, and handles ticket creation inline.
- Deployed initially in a pilot with a subset of agents, monitored conversations, captured metrics, then rolled out to full support team.
Agile Development & Feature Integration:
- Defined MCP-based microservices to expose CRM, ticket, and KB as tools/resources over JSON-RPC.
- Designed secure OAuth 2.0 flow and scoped MCP tool permissions per user role for enterprise compliance.
- Architected horizontal scaling and failover for MCP middleware to ensure low latency and high uptime.
Contact UsAccelerate Your Business with LasyaAitech
Partner with our expert software development team to bring your vision to life. Delivering innovative solutions and ensuring your project’s success every step of the way!
What are the key benefits of partnering with LasyaAitech?
We provide end-to-end software development services, from initial concept to deployment. Whether it's web development, mobile apps, or integrating cutting-edge technologies like AI, our solutions are tailored to your unique business needs, ensuring high performance, scalability, and exceptional user experiences.
How does your software development process work?
We follow a structured approach, starting with an in-depth consultation to understand your requirements. Our team then drafts a clear project roadmap, ensuring transparency and regular updates throughout development. From prototyping to testing and deployment, we work collaboratively to bring your vision to life.
Can LasyaAitech help us scale our existing software or migrate to new technology?
Absolutely! We specialize in upgrading existing systems, improving performance, and enabling seamless migration to modern technologies. Our team ensures minimal downtime and a smooth transition tailored to your growth objectives.
Why should I choose LasyaAitech over other software development companies?
With a proven track record of delivering successful projects like MailBluster and ThemeWagon, we combine technical expertise with a client-first approach. Our agile methods and attention to detail ensure we exceed expectations and deliver measurable results.
How do you ensure the security and scalability of your solutions?
We prioritize security at every stage of development, implementing industry-best practices to protect your data and systems. Our solutions are designed to be scalable, allowing your business to grow without limitations, ensuring long-term success.
