Reference architectures
Customer support chatbot architecture
Answers from the help center, looks up orders, and hands over to a human when needed.
A support chatbot needs three things beyond a model: knowledge, actions and an exit. Knowledge comes from a vector index of the help center. Actions are tools, here an order lookup against the shop and CRM API. The exit is the handoff to a human agent when the customer asks for it or the bot is unsure. Conversation state is kept in a session store so the customer does not have to repeat themselves.
