Intelligent Support Triage & Auto-Response Engine with Jotform, Airtable, Gemini

AI-Driven Support Triage and Auto-Response Engine

This n8n workflow establishes a sophisticated, multi-stage support system. It automatically validates user identity, analyzes ticket severity and sentiment, and attempts to resolve lower-priority issues using an AI agent connected to a knowledge base (Pinecone). It ensures high-priority or complex issues are immediately escalated to the team via Slack.

Phase 1: Intake and User Validation

The workflow triggers whenever a new support ticket is submitted, ensuring that only registered users receive automated assistance.

1. Jotform Trigger: The process begins when a customer submits a support request via your designated Jotform. 2. Airtable User Check: The workflow immediately searches your Airtable "Users" table to verify if the provided email matches an existing account. 3. Validation Logic (If Node): If User Found: The workflow proceeds to Phase 2 for analysis. If User Not Found: It sends an automated Gmail message asking the user for the correct account email and updates the Airtable ticket status to "Need User Input"

Phase 2: AI Triage and Severity Analysis

Once validated, the issue is analyzed by a Senior Support AI to determine how it should be handled.

1. AI Agent (Triage): Powered by Google Gemini, this agent analyzes the "Issue Type" and "Description." It uses a Structured Output Parser to categorize the ticket by: Severity: High, Medium, or Low. Sentiment: Frustrated or Normal. 2. Airtable Logging: The analysis (Severity/Sentiment) is immediately appended to the support record in Airtable. 3. Escalation Path (If High Severity): If the issue is flagged as "High," the workflow bypasses automated response attempts and triggers a Slack alert to the team for immediate manual intervention.