AI customer service that reads intent and knows when to escalate

flowchart TD trig>"customer message received"]:::trig s0["check intent and tone"]:::task s1["look up knowledge base and orders"]:::svc trig --> s0 s0 --> s1 gx{"× routine or urgent issue"}:::gate s1 --> gx p00["reply directly to customer"]:::task gx -->|"routine question"| p00 p10["escalate to human with summary"]:::task gx -->|"urgent or complaint"| p10 p00 --> out p10 --> out out[/"instant reply or human handoff"/]:::out pay{{"faster support less overload"}}:::pay out --> pay esc(("Alerts a person")):::human s1 -. "if it fails" .-> esc esc -.-> out classDef task fill:#e7f6fe,stroke:#34b8f0,color:#2c2a29 classDef svc fill:#f6f8fa,stroke:#7c8795,color:#2c2a29 classDef mi fill:#e7f6fe,stroke:#0079a8,color:#2c2a29,stroke-width:2px classDef human fill:#fff,stroke:#0079a8,color:#0079a8 classDef store fill:#f6f8fa,stroke:#0079a8,color:#2c2a29 classDef trig fill:#00a4eb,stroke:#0079a8,color:#fff,font-weight:bold classDef trigtime fill:#00a4eb,stroke:#0079a8,color:#fff,font-weight:bold classDef trigdata fill:#8ad4f5,stroke:#0079a8,color:#06314c,font-weight:bold classDef gate fill:#fff,stroke:#e8a23d,color:#6b4708,font-weight:bold classDef out fill:#1f9d6b,stroke:#167a53,color:#fff,font-weight:bold classDef pay fill:#06314c,stroke:#021f33,color:#fff