Enhance customer support with RAG-powered AI

This workflow automates customer support across multiple channels (Email, Live Chat, WhatsApp, Slack, Discord) using AI-powered responses enhanced with Retrieval Augmented Generation (RAG) and your product documentation. It intelligently handles incoming queries, provides instant and context-aware answers, and escalates complex or negative-sentiment cases to your human support team. All interactions are logged and categorized for easy tracking and reporting.

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Key Features

- Omnichannel Support: Handles customer queries from Email, Live Chat, WhatsApp, Slack, and Discord. - AI-Powered Answers: Uses RAG to generate accurate, context-aware responses based on your product documentation. - Automatic Escalation: Detects low-confidence or negative-sentiment cases and escalates them to your human support team. - Conversation Logging: Automatically logs and categorizes all conversations for future analysis. - Weekly Reporting: Sends automated weekly summaries and metrics to your support team.

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How It Works

1. Trigger: The workflow starts when a new message is received on any supported channel. 2. Normalization: Incoming messages are normalized into a common format for unified processing. 3. Context Management: Conversation history is fetched and merged with the new query for better AI context. 4. AI Response: The workflow uses RAG to generate a response, referencing your product documentation. 5. Confidence & Sentiment Analysis: The response is scored for confidence and sentiment. 6. Escalation Logic: If the response is low-confidence or negative, the workflow escalates the case to your support team and creates a ticket. 7. Response Delivery: The answer (or escalation notice) is sent back to the customer on the original channel. 8. Logging & Reporting: All interactions are logged, categorized, and included in weekly reports.

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