Overview
HiView Solutions designed and deployed a hybrid automation architecture to revolutionize customer support for their SaaS product,’ "Signature Manager for Gmail." By integrating Retrieval-Augmented Generation (RAG) with a robust escalation protocol, we successfully automated Level 1 technical inquiries while ensuring a seamless handoff to human agents via Salesforce when complex issues arise.
The Challenge
As the user base for "Signature Manager for Gmail" grew, HiView Solutions faced a bottleneck in their support pipeline. High volumes of repetitive queries ("Level 1" support) were consuming valuable support team time. Additionally, the manual process of converting unresolved chats into Salesforce tickets introduced latency and mnual data entry errors.
HiView needed a solution that could:
- Resolve common queries 24/7
- Understand complex documentation contexts.
- Automatically recognize when a human is needed and handle the ticketing logistics without user friction.
The Solution: "Agentbot" Hybrid Architecture
Axon Labs engineered a Retrieval-Augmented Generation (RAG) system orchestrated by n8n. The system acts as an intelligent middleware, connecting the customer-facing interface (Chatwoot) with an AI "Brain" (Google Gemini) and the enterprise CRM (Salesforce).
Key System Components
- Orchestration: n8n handles the complex branching logic and API integrations.
- Interface: Chatwoot serves as the customer touchpoint.
- The Brain: Google Gemini (LLM & Embeddings) provides high-speed inference and vectorization.
- Knowledge Base: Pinecone stores vector embeddings of technical documentation.
- Escalation: Salesforce manages human-tier ticketing.
Technical Deep Dive: The Visual Workflow
The core of this solution is a strict, logic-based workflow that operates on a "Loop and Listen" principle.
A. The Ingestion Layer
The workflow begins via a Chatwoot Webhook. It listens for message_created events, capturing the message payload, sender account ID, and conversation context in real-time.
B. The Decision Gate (Logic Routing)
This is the system's "Traffic Controller." To prevent infinite loops and manage state, an If Node evaluates every incoming message against a specific Escalation Phrase (e.g., "I've gone ahead and escalated this conversation...").
- True Path (System Action): If the message matches the escalation phrase, the system recognizes a handover is required and routes to Salesforce.
- False Path (User Query): If the message is a standard inquiry, it routes to the AI Agent for resolution.
C. Branch 1: Automated Escalation & Ticketing
When the escalation criteria are met, the system executes a Salesforce Case Creation action.
- Trigger: Detection of the unique Escalation Phrase.
- Data Mapping: Axon Labs configured dynamic mapping to pull the sender_email, conversation_id, and full transcript from Chatwoot and inject them directly into Salesforce Case fields.
- Outcome: A ticket is created instantly, triggering the SLA timer (24-hour window) and notifying the human support team.
D. Branch 2: RAG-Powered AI Resolution
For standard user queries, the workflow engages the AI Agent.
- Filtering: A guardrail node ensures only valid User messages are processed, filtering out system status updates.
- Vector Retrieval: The user's query is converted into embeddings using Google Gemini and matched against the Pinecone vector store containing "Signature Manager" technical specs.
- Generative Response:
- Scenario A (Answer Found): The LLM generates a precise, technical response based on the retrieved docs.
- Scenario B (Answer Unknown): If the confidence score is low or the user explicitly asks for a human, the LLM outputs the Escalation Phrase.
- Completion: The text is sent back to the Chatwoot widget via HTTP Request.
Note on Loop Logic: If the AI outputs the Escalation Phrase (Scenario B), the Chatwoot webhook triggers again. The Decision Gate then catches this phrase, switches to the "True Path," and automatically executes the Salesforce handover.
4. Business Impact
By deploying this architecture, Axon Labs delivered measurable improvements to HiView Solutions' support operations:
- Zero-Wait Support: Instant answers for Level 1 queries regarding installation and configuration.
- Seamless Handover: Eliminated the "gap" between bot failure and human intervention; tickets are created the moment the AI reaches its limit.
Operational Efficiency: Reduced the manual workload on support agents by filtering out repetitive queries and automating data entry for Salesforce cases.