Customer Escalation Router (LangGraph)

Concept:
An intelligent, conditional workflow that diagnoses complex customer support tickets and routes them to the correct resolution path.

Problem Solved:
Automates the triage and routing of complex support issues, reducing resolution time and manual effort.

Scope:

• Input:
  A simulated or real customer support ticket text.

• Process:
  A stateful graph with conditional logic:

  1. Node: Intake & Triage: Classifies the ticket's primary issue (e.g., "Billing", "Technical", "General").

  2. Conditional Edges: Routes the ticket based on the classification:

     • Billing → Billing Specialist Agent

     • Technical → Technical Agent

     • Unclear / Multi-Issue → Human-in-the-Loop (simulated pause)

  3. Specialist Nodes: The designated agent gathers specifics and drafts a resolution.

  4. Node: Synthesis & Close: Compiles the final response and suggests closing the ticket.

• Output:
  A dashboard showing the ticket’s path through the graph and the final resolution.

Tech Stack:

• Core Framework: LangGraph

• State Management: LangGraph State object

• Backend: Python

• Frontend: Streamlit (visualizing graph transitions in near real-time)

• Infrastructure: Docker, Docker Compose

• Bonus: SQLite database for logging ticket state