Automated customer support system with Gemini AI, RAG & security guardrails

Description

This workflow acts as an autonomous Tier 2 Customer Support Agent. It doesn't just answer questions; it manages the entire lifecycle of a support ticket—from triage to resolution with Guardrails to deal with prompt injections, PII information blocking, etc. enabling such threats are blocked and logged in Airtable.

Unlike standard auto-responders, this system uses a "Master Orchestrator" architecture to coordinate specialized sub-agents. It creates a safe, human-like support experience by combining RAG (Knowledge Base retrieval) with a safety-first state machine.

How it works

The workflow operates on a strict "Hub and Spoke" model managed by a Master Orchestrator:

1. Security Guardrails (The Gatekeeper) Before the AI even sees the message, a hard-coded security layer scans for Prompt Injection attacks, Profanity, and PII. If a threat is detected, the workflow locks down, logs the incident to Airtable, and stops execution immediately.

2. Orchestration & Triage Once the message passes safety checks, the Master Orchestrator takes over. Its first action is to call the Ticket Analyser Agent.

3. Analysis & Scoring The Ticket Analyser classifies the issue (e.g., "Technical," "Billing") and scores the customer's sentiment. It returns a priorityscore to the Master Orchestrator.