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. --- 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. --- 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. --- Configuration 1. Connect Your Channels: Set up triggers for each channel you want to support (Email, Webhook, WhatsApp, Slack, Discord). 2. Add Your Documentation: Integrate your product documentation source (e.g., Google Docs, Notion, or a knowledge base) for the RAG model. 3. Configure AI Model: Set your preferred AI provider and model (e.g., OpenAI, Azure OpenAI, etc.). 4. Set Escalation Rules: Adjust confidence thresholds and escalation logic to fit your support workflow. 5. Integrate Support Tools: Connect your ticketing system (e.g., Zendesk) and reporting tools (e.g., Google Sheets, Slack). 6. Test the Workflow: Send test queries from each channel to ensure correct routing, AI responses, and escalation. --- Use Cases - Provide instant, accurate answers to customer questions 24/7. - Reduce manual workload for your support team by automating common queries. - Ensure complex or sensitive cases are quickly escalated to human agents. - Gain insights into support trends with automated logging and weekly reports. --- Requirements - n8n version 2.0.2 or later - Accounts and credentials for your chosen channels and AI provider - Access to your product documentation in a supported format --- Notes - Please review and customize the workflow to fit your company’s privacy and data handling policies. - For best results, keep your product documentation up to date and well-structured.
