Customer Support Escalation Router

Customer Support Escalation Router is an AI-powered agentic workflow designed to streamline customer support operations through intelligent automation. Built using CrewAI, FastAPI and React, the system leverages multiple specialized AI agents to analyze incoming support tickets in real time. The workflow includes ticket classification, priority detection, intelligent routing, and contextual response generation. Each agent focuses on a dedicated task, enabling transparent and modular decision-making throughout the support pipeline. The platform can identify billing issues, complaints, technical problems, feature requests, and sensitive PII-related requests while adapting escalation decisions based on urgency and customer tier. The project also emphasizes explainability by visualizing the agent workflow and displaying the reasoning process behind ticket handling decisions. Security-sensitive requests are automatically flagged and escalated appropriately to avoid exposing confidential information. This project demonstrates how agentic AI systems can improve support efficiency, reduce manual triage effort, and provide faster, more reliable customer assistance. While currently developed as an MVP, the system could be extended with integrations for Slack, CRM platforms, Zendesk, Jira, email systems, analytics dashboards, and real-time customer support infrastructures.