CREIMS — Customer Request & Enhancement Intelligent Management System — is the AI-Native platform that governs any type of request: bug reports, suggestions, support, change requests, and enhancement proposals — from external clients and internal teams alike. The AI operates autonomously end-to-end, escalating to humans only where judgement or policy require it. Standalone deployment. No full AGI-ONE platform needed.
Bug · Suggestion · Support · Change · Enhancement | C-One widget · Grafana alerts · Jira · ServiceNow · Plane.so
Bug reports, suggestions, support cases, change requests, enhancement proposals — every type of request handled manually means lost time, lost context, and lost value. For your clients and your internal teams.
Every request — bug, change, or enhancement — is read, classified, and prioritized by hand. Most of it has a known answer or a clear owner already.
Requests arrive via email, chat, forms, and Slack. No single system governs them all — clients and internal teams use different tools with no shared view.
Fixes, decisions, and enhancement rationale live only in someone's inbox. Every new request starts from zero — the same problems recur, the same answers are re-discovered.
Enhancement requests disappear in backlogs. Support cases have no owner. Change requests don't have a status. No audit trail, no accountability, no SLA.
All of this is solved by a single autonomous system — governed at every step, with no black boxes. It reduces implementation costs and resolution times by over 50%, eliminates dependency on individual knowledge, and builds its own understanding of your software and systems autonomously — so the next request is handled better than the last.
CREIMS is the AI-Native engine that manages the full lifecycle of any business request — from intake and triage to resolution and Team Work handoff. C-One is the embeddable widget your users and teams interact with. Together they replace the fragmented, manual process with a single governed flow.
C-One is the embeddable widget that sits on any web portal — client-facing or internal. It guides users through submitting any type of request: bug report, suggestion, support case, change request, or enhancement proposal. Automatically collects full page context, generates an AI summary, and feeds CREIMS.
CREIMS is the autonomous governance engine for the full request lifecycle. It classifies, triages, proposes solutions, manages escalations, and drives handoff to execution — for any request type, from any source (C-One widget or Grafana alert). The AI operates end-to-end. Humans intervene only where policy or judgement require it.
PDF/DOCX/MD upload, semantic chunking, vector embedding, hybrid search per client.
AI analysis, fix proposal or escalation for every ticket — with semantic matching of the best worker based on ticket content and worker skills and abilities.
Ingestion of infrastructure alerts from Grafana, automatic conversion to trackable support requests.
Each resolution enriches the error knowledge base. The system learns from every outcome and improves autonomously.
An end-to-end dev cycle where AI handles classification, triage, and routing autonomously. Human intervention is reserved for cases where judgement, policy, or explicit validation add real value. The same flow applies to client requests and internal team requests alike.
support_db
with status sent
and staff is notified via email, Telegram, and WhatsApp.
CREIMS is not an AI layer on top of a traditional ticketing system. It is built AI-Native from the ground up — the AI is the operating engine, not a feature. These are the operational capabilities available today.
Two JS/CSS files for any web portal — client-facing or internal. Covers all request types: bug, suggestion, support, change, enhancement. Zero dependencies, opens on-demand.
The AI classifies and routes every request type autonomously — bug, enhancement, or change — consulting KB, error history, and request patterns. It proposes solutions, detects duplicates, and semantically matches the best worker based on ticket content and worker skills and abilities. Escalates only where human judgement is needed.
Upload corporate documents (PDF, DOCX, MD). Semantic chunking, vector embedding, hybrid search. Each client has their own isolated KB.
A graph-based error knowledge base records every resolution and known fix. The system learns continuously and improves future triage without manual configuration.
Every Request notifies staff via email, Telegram, and WhatsApp through the Communication Gateway v2. Configurable by channel, recipient, and request type.
Unified microservice bridging CREIMS requests to Jira, ServiceNow, ClickUp, and Plane.so. Credentials managed via HQ UI, not in environment variables.
A dedicated BE-only agent running rule-based detection and duplicate identification in parallel with the Support Agent. Reduces false positives, deduplicates ticket floods, and flags anomalous request patterns before human review.
CREIMS automatically ingests infrastructure alerts via Grafana Unified Alerting or Alertmanager webhook. Supports LogQL (Loki) and PromQL (Prometheus) rules. Native deduplication by Grafana fingerprint prevents ticket flooding from persistent alerts.
From widget to ticket resolution in minutes.
Portals, intranets, web dashboards: just 2 HTML tags to add the AI support channel to any page.
Full CREIMS stack (5 containers) deployable with a single command. On-prem, cloud, or hybrid. Dedicated port, reverse proxy included.
Data in standard PostgreSQL. Documented FastAPI. No proprietary formats. Export, migrate, or integrate with any system.
When you're ready, CREIMS connects natively to the full platform. No migration needed: it is already the correct subset.
Once CREIMS classifies and validates a Request, Team Work takes over the full execution lifecycle — assigning the right worker (human or AI agent), tracking progress, running UAT, and closing the loop back to CREIMS. For software tasks, AI workers can execute code changes autonomously and open pull requests ready for human review.
AI selects the most competent worker for each task using vector similarity on worker profiles — not rule-based routing. Human and agentic workers in the same pool.
For software tasks, AI agents (Claude Code, Codex) autonomously clone the repo, implement the fix on a dedicated branch, and open a GitHub PR — ready for human review. The merge is always human.
Every task passes through waiting_uat: a designated operator validates the result, approves or rejects. Approved tasks close the CREIMS Request. Rejected ones return to the worker with traceable rework context.
Every task records its last completed step, artifacts touched, and next action. Any interruption — human or agent — resumes from exactly where it stopped, with full context for the successor.
CREIMS — Customer Request & Enhancement Intelligent Management System — manages any type of business request: bug reports, suggestions, support cases, change requests, and enhancement proposals. It serves both external clients (via the C-One widget on customer portals) and internal teams (via internal portals or direct integrations). All request types flow through the same AI-Native governance engine, with lifecycle states, KB lookup, and Team Work handoff.
No. CREIMS and the C-One Widget are designed to work independently. The backend stack deploys with a single Docker Compose (5 containers). The C-One widget is a JS/CSS inclusion on any web page. No other components of the AGI-ONE platform are required to start.
Yes. The system is on-prem by design: Request data remains in your PostgreSQL database, under your control. No data flows to unauthorized cloud services. Provider credentials are managed via UI and never in plain text on config files. The system is designed for GDPR-compliant environments from the architecture up.
Both. CREIMS has two request sources: (1) C-One Widget — users submit reports from any web portal; the widget guides them through category selection and collects full page context. (2) Grafana / Alertmanager — infrastructure alerts (container down, error rate spike, latency threshold) fire automatically via webhook and are converted into CREIMS Requests with zero manual input. Both paths feed the same Auto-Triage engine for consistent governance.
CREIMS runs two agents in parallel. The Support Agent is conversational: it interacts with the user through the C-One widget, collects context, and generates the AI summary. The Detector Agent (v2) is backend-only: it runs rule-based analysis on incoming requests, detects duplicates, flags anomalous patterns, and pre-classifies tickets before the Support Agent processes them. Together they reduce triage latency and false positives significantly.
Currently, CREIMS uses Google Gemini 2.0 Flash via Google AI API and the Google ADK (Agent Development Kit) runtime. The system is designed to be model-agnostic: the model choice is configurable and can be adapted to local models or other cloud providers without rewriting the triage logic.
Yes. The 5 default request types (Bug, Suggestion, Support, Change, Enhancement) are the starting point, mapped to the CREIMS taxonomy system. Categories, labels, initial messages, and collection flows are all configurable. For advanced customizations — new types, additional fields, vertical-specific workflows — we support the client in tuning the widget and CREIMS mapping.
Yes. CREIMS includes a dedicated Ticketing Integration microservice with a unified API supporting Jira, ServiceNow, ClickUp, and Plane.so. Phase 1 is read-only (sync and status mapping); Phase 2 enables creating and updating remote tickets directly from CREIMS. Credentials and provider configuration are managed through the HQ UI — never in environment files.
The system moves the Request to an escalated state. The CREIMS operator receives a notification, sees the full context (text, user, page, category, AI summary, history), and can provide the missing information to restart the triage. No Request is lost: the escalated status is visible and trackable in the dashboard.
One system. Any request type. Clients and internal teams. AI operates. You supervise.