Here’s a comprehensive AI agent architecture for automated customer support:

Architecture Overview

1. Router Agent — Classifies incoming queries and routes to the appropriate specialist agent.

2. FAQ Agent — Uses RAG over your knowledge base to answer common questions with cited sources.

3. Escalation Agent — Detects when a query requires human intervention and routes to a human agent with full conversation context.

4. Action Agent — Handles transactional requests (order status, password resets, account changes) by calling backend APIs via function calling.