AI workflows and agents
AI support with a human handoff
An assistant answers frequent questions and hands complex or sensitive ones to an agent with full context.
Fictional scenario. An example situation that illustrates the approach. It is not a client project and describes no measured results.
Business problem
A fictional online shop has peaks of enquiries. Many questions repeat, but customers expect a quick handoff to a person.
Assumptions
- There is a helpdesk and a knowledge base.
- Order status is available through an API.
- Clear rules say when to hand over.
Constraints
- The AI never promises refunds.
- Customers can always ask for a person.
- No personal data in logs.
Reference architecture
Components by stage — an illustration, not a running system and not a certified design.
01Trigger
- Chat or e-mail
02Input
- Knowledge base
- Order status
03AI and rules
- Assistant
- Handoff rules
- Sensitive-topic filter
04Review
- Handoff to an agent with context
05Output
- Reply
- Summary for the agent
The diagram as a list
| Stage | Components |
|---|---|
| Trigger | Chat or e-mail |
| Input | Knowledge base, Order status |
| AI and rules | Assistant, Handoff rules, Sensitive-topic filter |
| Review | Handoff to an agent with context |
| Output | Reply, Summary for the agent |
Interfaces
| From | To | Via |
|---|---|---|
| Chat | Assistant | Webhook |
| Assistant | Orders | Read-only REST |
| Assistant | Helpdesk | Ticket creation |
Data flow
- The question is classified.
- A frequent question gets an answer from the knowledge base with its source.
- Sensitive topics and dissatisfaction → handoff.
- The agent receives a summary and the history.
- Results are evaluated periodically.
Security boundaries
- Order access only with a verified identifier.
- Input is treated as untrusted.
- Personal data is masked before the model.
Where a person approves
- Refunds and discounts — only by a person.
- Knowledge base changes are approved.
Delivery phases
01 · Discovery
Analysis of typical questions.
02 · Pilot
Answers during business hours only, monitored.
03 · Expansion
More topics and channels.
04 · Operation
Evaluation set and handoff review.
Limitations
- New products need knowledge updates.
- It does not fix problems in the processes themselves.
Trade-offs
- More handoffs — safer but less automation.
- Shorter answers vs completeness.
Related services
Related assessments
Integration patterns used
Workshops and assessments
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