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Customer Support Agent — Grounded Answers, Verified Actions, Real Handoffs
An n8n workflow that classifies a support ticket, answers strictly from an FAQ or a real order record (never invented), verifies identity before changing anything, and forces refunds, cancellations, and anything suspicious to a human — with a full handoff summary, not a bare forward.
n8nGemini AIAirtableResend
Identity-gated before any order lookup or change, every ticket logged with a real reopen flag
The Problem
Most 'AI support agent' pitches either let a model answer from thin air (confidently wrong, no audit trail) or let it take real actions without checking who's asking — both are the kind of mistake that costs more trust than the automation saves.
Our Approach
- 1Gemini classifies each ticket's intent, then a deterministic keyword override — not the model — forces anything mentioning refunds, cancellations, chargebacks, fraud, or legal threats straight to a human, regardless of what the classifier decided.
- 2Order-related answers come from the actual Airtable order record, never a model guess, and only after the customer's email is verified against that record — an order that can't be found, is ambiguous, or doesn't match the email escalates instead of guessing.
- 3Every escalation path — forced by keyword, an unanswerable FAQ question, or a failed identity check — converges on one shared handoff builder, so a human always gets a summary, the sources consulted, what was already tried, and a recommended next step, never a bare forward.
What This Achieves
- Address changes are only permitted while an order is still processing — checked against the real order status, not assumed.
- Every ticket is logged the moment it's created, before the outcome is known, so resolution rate is a real number, not a curated one.
- A second webhook marks a ticket reopened by its real Airtable record ID, so a wrong first answer shows up as data instead of disappearing.
Next Automation Case Study
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