Skip to content

architecture_workflow.md

Latest commit

 

History

History
113 lines (90 loc) · 3.66 KB

architecture_workflow.md

File metadata and controls

113 lines (90 loc) · 3.66 KB

🔄 Customer Support AI - Workflow Architecture

Simple Workflow Diagram

flowchart TD
    %% Input Layer
    A[📝 User Input<br/>Customer Query] --> B[🔧 Text Processing<br/>Clean & Validate]
    
    %% Processing Layer
    B --> C{🤖 AI Analysis<br/>Classify Query}
    
    %% Classification Results
    C --> D[🏷️ Topic Detection]
    C --> E[😊 Sentiment Analysis] 
    C --> F[⚡ Priority Level]
    
    %% Decision Making
    D --> G{🔄 Smart Router<br/>Decision Engine}
    E --> G
    F --> G
    
    %% Two Main Paths
    G -->|Simple Query| H[📚 Knowledge Retrieval<br/>Find Relevant Docs]
    G -->|Complex Issue| I[👥 Team Assignment<br/>Route to Specialist]
    
    %% Knowledge Path
    H --> J[🌐 Web Sources<br/>Documentation]
    H --> K[💾 Local Knowledge<br/>Cached Content]
    
    %% Response Generation
    J --> L[🤖 AI Response<br/>Generate Answer]
    K --> L
    L --> M[💬 Final Response<br/>With Sources]
    
    %% Team Routing Path
    I --> N[🎯 Team Selection<br/>Based on Topic]
    N --> O[📋 Ticket Creation<br/>With Context]
    
    %% Output
    M --> P[✅ User Receives<br/>AI Answer]
    O --> Q[✅ User Receives<br/>Team Assignment]
    
    %% Styling
    classDef inputStyle fill:#e3f2fd,stroke:#1976d2,stroke-width:2px
    classDef processStyle fill:#f3e5f5,stroke:#7b1fa2,stroke-width:2px
    classDef decisionStyle fill:#fff3e0,stroke:#f57c00,stroke-width:2px
    classDef knowledgeStyle fill:#e8f5e8,stroke:#388e3c,stroke-width:2px
    classDef outputStyle fill:#fce4ec,stroke:#c2185b,stroke-width:2px
    
    class A,B inputStyle
    class C,D,E,F,L processStyle
    class G,H decisionStyle
    class J,K,I,N knowledgeStyle
    class M,O,P,Q outputStyle
Loading

Workflow Steps

📥 Input Phase

  1. User Query - Customer submits support request
  2. Text Processing - Clean and validate input

🧠 Analysis Phase

  1. AI Classification - Analyze query content
  2. Multi-dimensional Results:
    • Topic category (How-to, Product, API, etc.)
    • Sentiment level (Frustrated, Curious, etc.)
    • Priority level (High, Medium, Low)

🔄 Decision Phase

  1. Smart Router - Decide between AI response or human routing
    • Simple queries → Knowledge retrieval
    • Complex issues → Team assignment

📚 Knowledge Path

  1. Document Search - Find relevant information
  2. Content Sources:
    • Live web documentation
    • Cached local content
  3. AI Response Generation - Create helpful answer
  4. User Response - Deliver answer with sources

👥 Routing Path

  1. Team Selection - Choose specialized team
  2. Ticket Creation - Generate support ticket
  3. Assignment Notice - Inform user of routing

Key Benefits

Benefit Description
⚡ Fast Processing 3-second average response time
🎯 Smart Routing Automatic decision between AI and human support
📚 Live Knowledge Real-time access to documentation
🔄 Fallback System Multiple backup options ensure reliability
📊 Priority Handling Urgent issues get immediate attention

System Flow Summary

User Query → Text Processing → AI Analysis → Smart Decision
     ↓
[AI Response Path]              [Human Routing Path]
     ↓                               ↓
Knowledge Search              Team Assignment
     ↓                               ↓
Generate Answer               Create Ticket
     ↓                               ↓
Deliver to User               Route to Team

This simplified workflow focuses on the logical flow and decision points while removing technical implementation details.