Tutorial: Customer Support Bot

Goal

A support agent that:

1. Answers product questions from a knowledge base via RAG.
2. Creates tickets through a webhook when it can't find a confident answer.
3. Escalates to a human reviewer when the user is frustrated.

Architecture

User message ──▶ SupportRole
                    │
                    ├──▶ @Retrieval(knowledge="support_kb")   ◀── KnowledgeBase (RAG)
                    │
                    ├──▶ @Tool create_ticket(...)             ◀── HTTP webhook
                    │
                    └──▶ @Tool escalate(...)                  ◀── HumanReviewSink
                                                                  (sentiment-aware)

Building blocks you'd compose

• Knowledge base — ingest your support docs as a KnowledgeBase and consume it from the role with @KnowledgeSource + @Retrieval. See RAG guide.
• Tools — define create_ticket and escalate as @Tool-annotated methods on a POJO; register via AgentBuilder.toolPojos(...). See Tools guide.
• Sentiment-aware escalation — wrap the inbound message in a guardrail (@InputGuardrail) or pre-step that runs a sentiment classifier and short-circuits to escalate when frustration is detected.
• Observability — enable tracing with @Traced on action methods so each ticket / escalation lands in your trace exporter.

Related

• Guides: RAG
• Guides: Tools