Automating Customer Service with LLM APIs

Architecture Overview

Build a multi-turn conversation system with context memory and seamless human handoff.

Intent Classification

Use fast models like Qwen Turbo to classify customer intents before routing to specialized handlers.

Response Generation

const supportPrompt = `You are a helpful customer support agent for ChinaWHAPI.
Context: User has {tier} plan, billing cycle {cycle}
Previous: {conversationHistory}

Current question: {userMessage}
Provide a helpful, accurate response.`;

Escalation Triggers

Automatically escalate to human agents for refunds, technical issues over 30 minutes, or user requests.