Customer Support Email AI Agent System

Overview:

The AI-Powered Email Classification and Support Agent is an intelligent system that automatically classifies and drafts email responses using best practices, brand guidelines, and standardized procedures. This multi-agent system reduces email response time by 60% while improving customer experience through faster, more consistent, and on-brand communication.

Overview and Benefits & How AI Agents Fit into the Bowtie Funnel or Growth Loops Framework:

Benefits:

• Time Saved: 15-20 hours/week per support agent (60-80 hours/month)

• Response Time Improvement: 65% faster customer responses on routine inquiries

• Team Coverage: Supports unlimited team members with consistent workflows

Bowtie Funnel Application:

• Onboarding: Seamless onboarding communication with consistent brand voice builds confidence from day one; clear, consistent communication flow ensures smooth customer experience

• Impact/Retention: Standardized support procedures and personalized experiences with intelligent priority routing reduce churn; proactive support with uniform operational excellence protects customer success

• Growth/Expansion: Faster resolution cycles and identification of upsell opportunities within support interactions increase customer lifetime value; systematized identification of expansion opportunities within support communications

Technology Stack:

• n8n: Core workflow automation platform

• Google Workspace: Gmail and Drive integrations (Drive serves as knowledge management system)

• Slack: Real-time collaboration and message classification

• OpenAI: Text embedding and generation capabilities

• Pinecone: Vector database for semantic search

• Simple Memory: Context storage for conversations

• Text Classification: ML-based categorization

How the workflow works:

Knowledge Management Pipeline:

1. Triggered by Google Drive file updates (acting as knowledge management system)

2. Automatically detects changes in procedures, FAQs, or product information

3. Downloads content and processes through a loop

4. Converts documents to embeddings using OpenAI

5. Stores in Pinecone Vector Database using recursive text splitting

6. Ensures support agents always have access to latest information

Email & Slack Classification & Response System:

1. Triggered by incoming Gmail messages and Slack communications

2. Uses text classification to categorize inquiries (High Priority, Customer Support, Promotions, etc.)

3. Routes emails and messages to appropriate workflows

4. Generates drafts with OpenAI Chat models based on current knowledge and procedures

5. Maintains context through vector store retrieval

6. Includes human review steps for quality control

7. Sends responses back through Gmail or Slack

Key Technical Features:

• Live Knowledge Integration: Automatic updating when procedures change

• Vectorization: Converting text to mathematical representations for semantic understanding

• Multi-path Workflow: Dynamic routing based on classification results

• Human-in-the-loop Design: Strategic human touchpoints without workflow disruption

• Context Retention: Using vector databases to maintain conversation history

JSON Files Below: