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.

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

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

Configuration

Connect Your Channels: Set up triggers for each channel you want to support (Email, Webhook, WhatsApp, Slack, Discord). Add Your Documentation: Integrate your product documentation source (e.g., Google Docs, Notion, or a knowledge base) for the RAG model. Configure AI Model: Set your preferred AI provider and model (e.g., OpenAI, Azure OpenAI, etc.). Set Escalation Rules: Adjust confidence thresholds and escalation logic to fit your support workflow. Integrate Support Tools: Connect your ticketing system (e.g., Zendesk) and reporting tools (e.g., Google Sheets, Slack). 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.