Customer Support Systems

Introduction

End-to-end support systems blend triage + RAG + reply drafting + escalation + analytics.

Beginner analogy: Like a great support team — first-line bot, escalations, knowledge base.

Understanding the topic

Core concepts to understand:

• Triage classifies intent + urgency.
• RAG into product docs + past tickets.
• Draft reply for agent OR send if confidence high.
• Escalate sensitive / regulated cases.
• Track CSAT against deflection rate.

Syntax reference

Visual workflow / architecture:

Ticket → triage → RAG → draft → confidence
  ▼ high → auto-send
  ▼ low → agent suggested reply
  ▼ regulated → human only

Real-world use

Klarna, Intercom Fin, Zendesk AI deflect millions of tickets with this architecture.

Best practices

• Always measure CSAT, not just deflection.
• Show source docs to the agent.
• Escalation thresholds are tunable knobs.

Hands-on exercise

Interview preparation — practice these questions:

• Q1. Support system architecture?
• Q2. CSAT vs deflection?
• Q3. Source display — why?
• Q4. Escalation thresholds?