Maya AI

Maya handles 70–80% of inbound support at first touch, live at two US utilities. That’s 100+ emails per manager per day that never reach a human.

Shown at IUCX and the Oracle Customer Edge Summit.

What it is

Two surfaces. A customer-facing assistant that handles inbound across voice, chat, SMS, email, and mobile, 26 languages. An internal console for human agents, plugged into Oracle CCS, that loads the context before they pick up.

Most support queries are repetitive. Bill questions. Outage status. Account changes. Maya handles the first touch. When it can’t, it hands off to a human with full context already loaded.

What I built

I was the only AI person at ESC Partners when this started. No handoff from a previous team. No prior codebase to extend.

Built it in 2.5 months. FastAPI backend, React frontend, AWS Bedrock for the LLM layer, DynamoDB for session state, n8n for orchestration, deployed on Render. Oracle CCS was the hardest part, that documentation isn’t designed for this kind of use.

The moment that made it real: watching an agent use the console for the first time with a live customer. They didn’t have to dig through three tabs to find the account. It was just there.

The number I can defend

70–80% first-touch coverage, live at two US utilities. I can explain exactly how we measure it, what counts as handled, and where the edge cases live.

I will not give you a bigger number than that.

Stack

FastAPI, React, AWS Bedrock (Claude), DynamoDB, Oracle CCS, n8n, Render. Voice via third-party provider. SMS and email through dedicated channels. Mobile via customer widget.