AI Human Handoff Agent for Smart Support Escalation
Integrates with:
Overview
Unlock Seamless Support Escalation with this AI Agent
This AI Agent acts as your first line of support, intelligently engaging with users through a chat interface. Powered by OpenAI's GPT-4, it attempts to resolve queries directly. When faced with uncertainty or a question beyond its configured knowledge, its 'Smart Escalation' ability is triggered. This involves a custom tool that systematically prepares for human handoff: it checks if the user has provided an email address. If so, it instantly notifies your designated Slack channel with the user's query and context. If an email isn't available, the agent politely requests it, ensuring your human support team has the necessary information to follow up effectively. This AI-driven automation streamlines your support process, ensuring efficient query resolution and a smooth transition to human assistance when required.
Key Features & Benefits
- AI-Powered Responses: Utilizes OpenAI's GPT-4 for natural and intelligent initial query handling.
- Smart Escalation Ability: Automatically determines when to involve human support based on query complexity or AI confidence.
- Seamless Slack Integration: Directly alerts your support team on Slack with user queries, facilitating quick handoffs.
- Contextual Email Collection: Prompts users for their email if not provided, ensuring follow-up is always possible.
- Conversation Memory: Employs window buffer memory to maintain context during conversations for more relevant interactions.
- Reduced Manual Triage: Frees up your team by automating the initial support and escalation steps.
- Improved User Experience: Provides instant responses and a clear pathway for resolving complex issues, boosting satisfaction.
Use Cases
- For B2C e-commerce: Automatically handle common customer questions and escalate unresolved issues or specific order inquiries to human support via Slack, ensuring faster resolution and capturing necessary contact details.
- For B2B SaaS: Provide first-line AI support for technical queries, then seamlessly hand off to specialized support engineers in Slack when the AI cannot resolve an issue, improving response times for complex problems.
- Streamlining internal helpdesks by allowing an AI agent to answer common IT or HR questions and escalating to the relevant department via Slack when human expertise is required.
- Qualifying leads from a website chat: an AI agent answers initial questions and uses the handoff tool to pass warm leads with their contact info to a sales channel in Slack.
Prerequisites
- An n8n instance (Cloud or self-hosted).
- OpenAI API Key with access to a GPT-4 model.
- Slack credentials and a configured Slack connection in n8n.
- The Slack Channel ID or name where notifications should be sent.
Setup Instructions
- Download the n8n workflow JSON file.
- Import the workflow into your n8n instance.
- Configure the 'GPT4' node (OpenAI Chat Model) with your OpenAI API Key.
- Configure the 'Message Slack for help' node with your Slack credentials and specify the target Channel ID or name.
- Review the system prompt in the 'AI Agent' node to adjust its behavior if needed.
- The 'Not sure?' tool (Tool Workflow node) is configured to call the sub-workflow within this main workflow. No separate workflow ID setup is needed for this part if imported as a single workflow.
- Ensure the 'Chat Trigger' node is active if you plan to test via the n8n chat interface.
- Activate the workflow.
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