ADEN (Autonomous Defect & Experience Navigator)

ADEN is an AI agent that automatically collects, triages, and resolves customer support tickets for a global SaaS product. It reads tickets from multiple channels (Gmail, Google Sheets), classifies them by analyzing the actual product codebase and support documentation using Codex, and takes action — answering FAQs via Slack, escalating real defects to the PM, and auto-generating code fix PRs for recurring UX gaps. Key Features - Multi-channel CS collection: Automatically pulls tickets from Gmail and Google Sheets into Linear - Code-aware triage: Codex reads the product's frontend/backend code and compares it against support documentation to determine whether an issue is a defect, FAQ, or UX gap — not just text classification, but actual code-level judgment - Auto-response via Slack: FAQ tickets are matched and answered instantly; defect tickets trigger PM alerts with severity assessment - Codex auto-fix PR: When the same UX confusion is reported 3+ times, Codex automatically writes a tooltip/explanation into the codebase, generates a test, and opens a GitHub Pull Request