Practice: Design an AI Customer Support Chatbot

A support bot that answers from a company's help center, inspired by Intercom Fin and Zendesk AI: help articles split into passages and embedded in the background, answers grounded only in retrieved passages, common questions answered from a cache, and low-confidence conversations handed to a human with a summary. A teaching design.

Build this system yourself on the canvas below. Add components, connect them, and run traffic simulations to see where your design holds up and where it breaks.

Functional requirements

  • Customers ask questions in a chat widget and get answers in seconds.
  • Answers come only from the company's help articles, with links to them.
  • When the bot isn't confident, or the customer asks, the conversation goes to a human agent with a summary.
  • Article edits show up in answers within minutes.
  • Every conversation is kept with the sources used and the outcome.

Non-functional requirements

  • First words of an answer within 2 seconds.
  • Scale: thousands of companies, 3K requests/s at peak.
  • The bot never answers from another company's articles.
  • Handoffs reach the helpdesk within a minute.
  • Availability: 99.9%.
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System Design Interview
Round 1 of 4 · Architecture Design · 60:00 remaining
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    Components

    User
    CDN
    Load Balancer
    Server
    Cache
    Database
    Blob Storage
    Search Index
    Queue
    Worker
    Rate Limiter
    Service
    API Gateway
    Reverse Proxy
    WebSocket Server
    Third-party API

    Inspector

    Notes
    Use clear names so your design intent is easy to understand.
    Good
    Name by business meaning
    "Order API", "Restaurant Service"
    Avoid
    Generic names = zero signal
    "Server 1", "API", "Queue"
    A short description for each component makes feedback much better.
    100%
    Start by identifying:
    • Users & entry points
    • APIs & services
    • Databases & storage
    • Traffic flow & scale

    Round 1 of 4 Architecture Design

    Run a simulation to see results.

    Time Remaining
    60:00
    System Design Interview

    What are the core functional requirements?
    What are the key non-functional constraints?

    Questions

    Start Evaluation to unlock questions.

    EVALUATE MODE

    Test yourself like it's the real thing.

    A structured 4-module evaluation that mirrors how top companies assess system design candidates.

    Architecture Design
    Draw your system on the canvas. Define components, connections, and data flow.
    FR & NFR Requirements
    Answer functional and non-functional requirement questions about your design.
    MCQ Round
    Multiple choice questions testing your depth on the chosen system.
    Tradeoff Analysis
    Justify your design decisions and defend your architectural tradeoffs.
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    • 30 min
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    • 60 min
    Round 2 of 4
    MCQ Round
    Answer multiple-choice questions based on your design.

    Exit Interview?

    You're in the middle of an interview session. Leaving now will end your current attempt.

    Your progress will be saved.

    Open a saved design

    Select a design to load into the canvas.

    My Evaluations

    Your past evaluation sessions

    Here’s a simple request flow that follows the expected layer order.

    External User
    →
    Edge CDN → API Gateway → Load Balancer
    →
    Compute App Servers / Services
    →
    DataAccess Cache
    →
    Storage Database / Search Index
    →
    Async Queue → Worker

    Tip: keep arrows moving forward through layers (Edge → Compute → Storage). Avoid sending storage back to compute.

    Evaluation Instructions

    Read the rules carefully before starting. The test auto-submits on refresh.

    Before you start

    • Build your architecture on the canvas. The timer starts when you click Start Evaluation.
    • Don't forget to answer Functional Requirement and Non Functional Requirements.
    • When satisfied with your design, click Next to lock it and view the questions.
    • Please answer final step questions to complete the evaluation.

    Dos

    • Do read each question carefully before answering.
    • Do include required components to maximize component coverage.
    • Do save a copy of your design if you want to keep it before submission.

    Don'ts

    • Don't refresh or close the tab during an active evaluation — this will auto-submit your answers.
    • Don't switch app modes or open another tab while the evaluation is running.
    • Don't attempt to edit the design after clicking Next; the workspace will be locked.

    All the best!!

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    SYSTEM BRIEF

    System Constraints

    What the system must do — every item is a user-facing behaviour your architecture must support.

      ↑ Engineering Constraints

      These are the failure modes you must design against — latency SLAs, durability targets, traffic ceilings.

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