Pulse Triage is an enterprise-grade, multi-tenant customer voice triage and AI token metering platform. It transforms noisy, unstructured customer feedback from Zendesk, Intercom, Stripe, In-App voice, and email into structured, prioritized engineering intelligence while enforcing strict token quotas and cost controls in real time.
┌─────────────────────────────────────────────────────────────────────────────┐
│ Pulse Triage Architecture │
├─────────────────┬───────────────────────────┬───────────────────────────────┤
│ Ingestion Layer │ AI Classification Engine │ Action & Governance │
├─────────────────┼───────────────────────────┼───────────────────────────────┤
│ • Zendesk │ • Claude 3.5 Haiku │ • SLA Prioritization Queue │
│ • Intercom │ • Zod Strict Schema Check │ • Real-Time Token Burn Ledger │
│ • Stripe Events │ • Latency & Cost Tracker │ • Team Assignment Engine │
│ • In-App Voice │ • Auto-Retry Exponential │ • Linear / Slack Integrations │
│ • API Webhooks │ • Prompt Injection Guard │ • Batch CSV Export │
└─────────────────┴───────────────────────────┴───────────────────────────────┘
- Live KPI Deck: Real-time feedback volume with trend projections, urgent SLA incident tracker, active token burn-rate with dollar cost calculation ($0.085 / $0.300 allocated), and Customer Sentiment Health Index (% positive vs neutral vs negative).
- Category Share Bar: Interactive category distribution (Bugs, Feature Requests, Billing, General) with 1-click filtering and average inference latency benchmarks (
~240ms).
- Smart Views: Instant toggling between All Feedback and Urgent SLA Incidents.
- Multi-Channel Tagging: Native badge recognition for Zendesk, Intercom, Stripe, Web, Email, and REST API.
- Bulk Action Bar: Floating bottom toolbar allowing multi-row selection for bulk status updates (Mark Resolved, Mark In Progress) or targeted CSV exports.
Clicking any ticket opens an enterprise inspector:
- Autonomous AI Assessment: Executive summary, domain category, urgency rating, sentiment index, and model confidence score (
98% confidence). - Suggested Operational Action: Clear operational guidance (e.g. "P0 Alert: Assign to On-Call Platform Engineering; review Stripe 3DS auth logs").
- Cost & Telemetry Footprint: Exact token consumption, millisecond latency, and estimated query cost in USD.
- Workflow & Team Assignment: Update resolution status (
Open,In Progress,Resolved,Dismissed), assign team (Platform Engineering,Billing Ops,Product Management), and add internal engineering notes. - 1-Click Integration Simulator: Simulate dispatching tickets to Linear (
#ENG-489) or alerting#incidentsin Slack.
- Manual Voice Ingestion: Ingest customer voice with channel selection and auto-assignment.
- Live Webhook Simulator: Interactive JSON payload editor with pre-configured templates for Stripe charges, Zendesk tickets, and Intercom conversations.
pnpm install
pnpm db:push
pnpm db:seedSeeds 3 sample organizations with realistic enterprise tickets:
- Acme Corporation (
tenant-acme): Enterprise Scale tier (healthy 28% utilization) - Globex Dynamics (
tenant-globex): Growth tier (85% warning threshold) - Initech Labs (
tenant-initech): Starter tier (100% quota exhausted)
pnpm devOpen http://localhost:3000 to view the application.
pnpm testRuns all 23 unit, integration, and UI component tests.
pnpm build- ACID Transaction Isolation: Token deductions and analysis creations are executed within atomic
prisma.$transactionblocks to eliminate race conditions and double-billing. - Prompt Injection Defense: Input is normalized and stripped of control characters; boundary tags (
</user_feedback>,<system>) are sanitized before inference. - Multi-Tenant Privacy: All database operations strictly mandate tenant scoping (
tenant_id); cross-tenant query bleeding is prevented at the ORM layer.