Support Ticket Triage + AI drafted response
Having a company is a lot easier if you were to not respond to the same queries manually again and again.
It takes a lot of time and effort and most of the times, the real ones are missed.
Therefore, I build an Automation just for this task.
About the Automation :
-> It responds the queries (can be from any platform, here I am using Email) via the knowledge base of the company itself and not the LLM's data/knowledge.
-> After generating the response, a human review node is attached ( here, via slack ) which allows the staff to check the mail before it is send and even amend it if need be.
-> What if the query's solution isn't in the knowledge base of the company?
Well, in that case AI will respond as "Unavailable in the knowledge base." and this query will be sent to the responding team (of humans) so that no one is ignored.
Slack :
~n8n account
~Email credentials
~LLM Credits(n8n offers free credits as well)
~Knowledge Base(to respond to the query)
~Slack Credentials
About the Workflow :
-> Triggered when an email is recieved (can be also triggered by a ticket recieved on another platform as well)
-> Uses only the knowledge base of the company (via a Google Docs tool).
->Then based on the ticket's answer being on the knowledge base or not, the workflow divides.
-> If the answer isn't there, the company staff will me notified and they'll then respond manually.
-> If the answer is available, a human will review first and then allow if the mail is to sent or not (and can even amend himself on slack only).
Time to Build : 45 min
It takes a lot of time and effort and most of the times, the real ones are missed.
Therefore, I build an Automation just for this task.
About the Automation :
-> It responds the queries (can be from any platform, here I am using Email) via the knowledge base of the company itself and not the LLM's data/knowledge.
-> After generating the response, a human review node is attached ( here, via slack ) which allows the staff to check the mail before it is send and even amend it if need be.
-> What if the query's solution isn't in the knowledge base of the company?
Well, in that case AI will respond as "Unavailable in the knowledge base." and this query will be sent to the responding team (of humans) so that no one is ignored.
Slack :
~n8n account
~Email credentials
~LLM Credits(n8n offers free credits as well)
~Knowledge Base(to respond to the query)
~Slack Credentials
About the Workflow :
-> Triggered when an email is recieved (can be also triggered by a ticket recieved on another platform as well)
-> Uses only the knowledge base of the company (via a Google Docs tool).
->Then based on the ticket's answer being on the knowledge base or not, the workflow divides.
-> If the answer isn't there, the company staff will me notified and they'll then respond manually.
-> If the answer is available, a human will review first and then allow if the mail is to sent or not (and can even amend himself on slack only).
Time to Build : 45 min
