multi-agent-support

Multi-Agent Customer Support: Classify, Route, Resolve, Validate

A support system receives tickets with a subject, description, and customer tier. Different ticket types (bugs, feature requests, general inquiries) require fundamentally different handling paths -- a bug needs knowledge base lookup and a fix proposal, a feature request needs roadmap evaluation, and a general question just needs documentation links. Routing everything through a single handler wastes time and produces generic answers.

This workflow classifies the ticket, routes it through a SWITCH task to the appropriate specialist branch, then runs a QA validation pass on every response before delivery.

Pipeline Architecture

ticketId, subject, description, customerTier
         |
         v
  cs_classify_ticket        (category, severity, keywords, confidence=0.94)
         |
         v
  SWITCH on category ----+------------------+
    |                    |                  |
   bug                 feature           default
    |                    |                  |
  cs_knowledge_search  cs_feature_evaluate  cs_general_respond
    |
  cs_solution_propose
    |                    |                  |
    +----------+---------+------------------+
               |
               v
  cs_qa_validate            (approved, checks, finalResponse)

Worker: ClassifyTicket (cs_classify_ticket)

Concatenates subject and description, lowercases, and scans for keyword sets. Bug keywords: error, crash, bug, broken, fail (severity="high"). Feature keywords: feature, request, enhance, add (severity="medium"). Anything else maps to general with severity "low". Each matched keyword is collected into an ArrayList<String>. Returns a fixed confidence of 0.94.

Worker: KnowledgeSearch (cs_knowledge_search)

Returns three hardcoded KB articles as List<Map<String, Object>> with fields id, title, relevance, and excerpt. Relevance scores are 0.95, 0.87, and 0.82 for articles KB-1001 through KB-1003. Reports searchTime as "120ms".

Worker: SolutionPropose (cs_solution_propose)

Produces a four-step fix response (clear cache, verify config, check resources, apply patch) referencing KB articles ["KB-1001", "KB-1002", "KB-1003"]. Tags the solution as solutionType: "known_fix".

Worker: FeatureEvaluate (cs_feature_evaluate)

Evaluates a feature request considering the customerTier. Returns fixed priority "high", ETA "Q2 2026", and roadmap tracking ID "FR-4521".

Worker: GeneralRespond (cs_general_respond)

Returns a generic response with suggestedDocs: ["Getting Started Guide", "FAQ - Frequently Asked Questions", "API Documentation"].

Worker: QaValidate (cs_qa_validate)

Runs four boolean checks stored in a LinkedHashMap: toneAppropriate, includesGreeting, includesNextSteps, and noSensitiveData -- all set to true. Assembles a finalResponse string with the ticket ID and category embedded. Returns approved: true and reviewedAt: "2026-03-14T10:30:00Z".

Tests

6 tests cover classification, all three routing branches, solution proposal, and QA validation.

Further Reading

• RUNNING.md -- how to build and run this example