LangGraph 多 Agent 客服系统

AI Tool Hub Editorial; AI Tool Hub Editorial

This LangGraph workflow creates a customer support system with: intent classification, knowledge base Q&A, ticket creation, and human agent escalation for complex issues.

适用场景

SaaS companies wanting to deflect 50-70% of support tickets automatically.

前提条件

Python 3.11+, LangGraph, LangChain, FastAPI, OpenAI API, knowledge base docs

工作流图

Intent Classification Node

Knowledge Base Q&A Node

Troubleshooting Flow Node

CRM Integration Node

Human Escalation Node

分步指南

1
Intent Classification Node

Classify incoming customer message: 1) FAQ (answer from knowledge base), 2) Technical issue (troubleshooting flow), 3) Billing (CRM lookup), 4) Complaint (escalation), 5) Other (human).
2
Knowledge Base Q&A Node

For FAQ intent: RAG retrieval from company knowledge base. Generate answer with citations. If confidence < 70%, route to human.
3
Troubleshooting Flow Node

For technical issues: guided diagnostic flow. Ask clarifying questions, suggest solutions step by step. Track issue resolution attempts.
4
CRM Integration Node

For billing/account issues: lookup customer data, subscription status, payment history. Generate response with specific account context.
5
Human Escalation Node

For complex issues or low-confidence responses: create support ticket with full conversation context, customer history, AI analysis summary. Notify human agent.