Customer support agent

This workflow creates a customer support chatbot that classifies user inquiries and generates appropriate responses. It can escalate urgent issues to a human agent and notify the support team via Slack.

How this agent works

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  1. ClassificationPrompt: This node classifies user messages into categories such as billing, product help, account management, or escalation. It uses a machine learning model to analyze the message and determine the appropriate category.
  2. SearchKnowledgeBase: Based on the classification, this node searches a knowledge base for relevant information related to the user's inquiry.
  3. GenerateResponse: This node generates a response using the information retrieved from the knowledge base and the user's message.
  4. SlackAlertAgent: If the inquiry is classified as an escalation, this node sends an alert to a Slack channel to notify the support team.
  5. EscalationResponse: This node provides a standard response to the user, informing them that their request has been escalated.
  6. Merge: This node merges the outputs from the GenerateResponse and EscalationResponse nodes.
  7. Output: This final node returns the chatbot's response to the user.

What You Can Use This For

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  - Customer support teams can handle inquiries more efficiently.
  - Escalate urgent issues to human agents quickly.
  - Provide users with immediate responses based on a knowledge base.

Prerequisites

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  - Vellum account
  - Access to a knowledge base with relevant support documents
  - Slack integration set up for notifications

How to Set It Up

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  1. Clone the workflow template in your Vellum account.
  2. Configure the knowledge base connection in the SearchKnowledgeBase node.
  3. Set up the Slack integration in the SlackAlertAgent node.
  4. Customize the response templates in the GenerateResponse and EscalationResponse nodes as needed.
  5. Test the workflow with sample user messages to ensure proper classification and response generation.

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