Automated Customer Support Pipeline
An agentic workflow that classifies, answers, or escalates L1 support tickets using RAG over a knowledge base. Human agents handle exceptions with a full audit trail.
L1 tickets triaged with RAG and a human escalation path
Challenge
A B2B SaaS team was spending most of the queue on repeat L1 questions. First response lagged, and hiring more agents was not a durable plan.
Approach
We mapped the top ticket categories, built a RAG knowledge base from help docs and resolved tickets, then deployed an n8n + Claude agent stack that classifies, answers, or escalates with logs the ops team can review.
Outcomes
- Common L1 questions resolved from the knowledge base before they hit a human queue
- First-response path measured in minutes for automated resolutions, with human review on low-confidence answers
- Escalations arrive with context, so specialists do not re-discover the ticket
- Support capacity can grow without a 1:1 headcount increase
Stack
RAGn8nClaudeZendesk API
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