AI-Powered Customer Support: Smart Email Handling with Knowledge Base & Human Escalation
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This n8n workflow revolutionizes customer support by automating email responses, leveraging an AI-powered knowledge base, and intelligently escalating complex issues to human agents. It reduces response times, improves customer satisfaction, and frees up your support team for high-value tasks.
About This Workflow
Revolutionize your customer support with this n8n workflow. It automatically ingests emails via Gmail, classifying their intent using AI models like OpenAI. Requests are then routed to specialized Langchain AI agents (Technical, Billing, General, Urgent). These agents leverage a dynamic knowledge base, powered by Pinecone and Google Drive, to provide accurate, context-aware responses using powerful LLMs like Google Gemini. Routine inquiries are handled instantly, while critical or unresolvable issues are seamlessly escalated to your human team via Slack. All interactions are logged in Google Sheets for full visibility and reporting.
Key Features
- Intelligent Email Classification: Automatically categorize incoming support emails (e.g., technical, billing, urgent) using AI models.
- Dynamic Knowledge Base Integration: Maintain and utilize a self-updating knowledge base from Google Drive documents, embedded and stored in Pinecone for AI retrieval.
- Multi-Agent AI Support: Deploy specialized AI agents powered by Langchain and Google Gemini to handle different types of customer inquiries.
- Automated Email Responses: Send instant, personalized replies to customers directly from Gmail, significantly improving response times.
- Seamless Human Escalation: Automatically notify human agents via Slack for urgent or complex cases that require personal intervention.
- Comprehensive Activity Logging: Log all support interactions and their outcomes to Google Sheets for analytics and auditing.
How To Use
- Configure Gmail Trigger: Connect your Gmail account and specify the mailbox or labels to monitor for incoming support emails.
- Set up AI Classifiers: Configure the
Text ClassifierandOpenAI Classification Modelwith appropriate prompts and categories for your specific support needs. - Integrate Knowledge Base: Connect
Google Drive Triggerto monitor a folder containing your support documentation. EnsureRecursive Character Text SplitterandEmbeddings OpenAI1are set up, then configurePinecone Vector Store1with your Pinecone index details. - Configure AI Agents: Customize each
Langchain Agent(Technical, Billing, etc.) with specific instructions and connect them toGoogle Gemini Chat Modeland the primaryPinecone Vector Storefor informed responses. - Connect Response and Escalation: Set up
Send Gmail Responseto reply to customers using AI-generated content and configureSlack Human Escalationto notify your team's support channel for urgent issues. - Enable Logging: Connect
Log to Support Dashboard(Google Sheets) to your desired spreadsheet for recording all support interactions.
Apps Used
Workflow JSON
{
"id": "ce8f15d8-52e2-4f2b-a04b-a90ed0e216b4",
"name": "AI-Powered Customer Support: Smart Email Handling with Knowledge Base & Human Escalation",
"nodes": 7,
"category": "Operations",
"status": "active",
"version": "1.0.0"
}Note: This is a sample preview. The full workflow JSON contains node configurations, credentials placeholders, and execution logic.
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ID: ce8f15d8-52e2...
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