Help desk agent with RAG
An agent answers 24/7 from the official rules and escalates to a person when needed.
The problem
Student services and the registrar answer the same questions every day (certificates, withdrawals, scholarships). Answers vary by who replies, and sensitive cases get mixed with routine ones.
The real flow in n8n
Captured from the editor. Click to enlarge.
Step by step
- 1Loads the rules and FAQs from Drive.
- 2Splits the documents into chunks and creates embeddings.
- 3Stores the vectors in the knowledge base.
- 4Receives the student’s question via web chat or WhatsApp.
- 5 IAAI: the agent searches the base, answers citing the rule, and remembers the conversation.
- 6If a procedure is needed, it opens a help desk case.
- 7 IAAI: if it detects distress or anger, it alerts student services right away.
Built and tested in self-hosted n8n, with Anthropic Claude. Sensitive decisions go through human approval.
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