The challenge
The support team was overwhelmed by repetitive first-level inquiries (such as order status and billing), resulting in response times exceeding 24 hours and low customer satisfaction.
The solution
We developed and integrated an AI agent on WhatsApp using n8n for orchestration. The agent connects to inventory and billing APIs to resolve inquiries autonomously. If it detects frustration through sentiment analysis or encounters a complex query, it hands off the case with full conversation history to a human agent in Slack.
Tech stack
LangGraph, Claude 3.5 Sonnet, n8n, Redis, Slack API
Timeline
2 months