Multi-Agent Customer Support Triage

Overview

Most customer support agents either over-escalate (everything goes to a human) or hallucinate policy. This system decomposes the work across four specialised agents and traces every step.

The four agents

1. Triage Agent — classifies incoming tickets by category, urgency, and intent
2. KB Agent — retrieves relevant policies, runbooks, and prior ticket resolutions
3. Responder Agent — drafts a customer-facing response grounded in retrieved policies
4. Policy QA Agent — validates the draft for compliance, tone, and policy adherence before sending

Escalation logic

The system has explicit hand-off points: security-flagged tickets, low-confidence classifications, and ticks above a complexity threshold route to humans automatically. Everything else gets a draft response queued for one-click human approval.

Observability

Every agent step is traced in LangSmith — input, intermediate state, tool calls, output. Debugging a bad response means scrubbing through one trace, not re-running the whole pipeline.

Why CrewAI

CrewAI's role-based abstraction maps cleanly to the existing support team structure. The framework forces you to make the agent contracts explicit, which made integration with the support team's existing workflows much smoother.