Prototyp integrace Kyno.ai v oblasti zákaznické podpory v prostředí Odoo

This diploma thesis deals with the design and implementation of a prototype for automating customer support processes at NETIO Products a.s. The company utilizes the Odoo ERP system for business process management; however, current helpdesk request processing involves a high degree of manual administration, leading to inefficiencies and increased response times. The main objective of the thesis is to integrate the Kyno.ai AI assistant into the Odoo 18 Enterprise environment to streamline operator workflows. Software development was managed using the Methodology for Small Software Projects (MMSP) and conducted in iterations. The result of the thesis is the kyno_ai_connector module, which ensures asynchronous communication between systems via REST API. The implemented solution introduces features such as automatic conversation summarization, response draft generation, ticket classification, and structured data extraction for Return Merchandise Authorization (RMA) processes. The prototype's functionality was verified through User Acceptance Testing (UAT) in an isolated environment using historical data. The solution demonstrably reduces administrative burden and increases the consistency of customer communication.