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Reflections on building the product: A journey of blending code, craft, and the human side of customer service.

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Behind the Scenes

4/20/2026

RAG vs. Lucene: Architecting AI Knowledge Bases for On-Premises Customer Support Systems

In this post, I will walk you through the architectural selection and thinking process behind the "Knowledge Base"—the core feature of ShenDesk's AI Intelligent Customer Service—and how I brought it to life.

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Behind the Scenes

3/1/2026

Building a Real-Time Customer Support System - Prologue Architecture, Constraints, and Engineering Decisions

What appears to be a simple interface is, in reality, a layered engineering system that must balance performance, tenant isolation, reliability, and long-term maintainability. The UI may be minimal, but the architecture behind it is anything but simple.

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Blog

RAG vs. Lucene: Architecting AI Knowledge Bases for On-Premises Customer Support Systems

Building a Real-Time Customer Support System - Prologue Architecture, Constraints, and Engineering Decisions

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Redefine Service Excellence

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Blog

RAG vs. Lucene: Architecting AI Knowledge Bases for On-Premises Customer Support Systems

Building a Real-Time Customer Support System - Prologue Architecture, Constraints, and Engineering Decisions

Join the Pioneers Redefine Service Excellence

Let's Connect

Contact Support

Join the Pioneers
Redefine Service Excellence