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| title: Smart Customer Support Agent | |
| emoji: 💬 | |
| colorFrom: yellow | |
| colorTo: purple | |
| sdk: gradio | |
| sdk_version: 5.33.0 | |
| app_file: app.py | |
| pinned: false | |
| license: mit | |
| short_description: Agentic retrieval & smart routing for customer support | |
| tags: | |
| - agent-demo-track | |
| - llamaindex | |
| - llamacloud | |
| - rag | |
| - agentic-retrieval | |
| - smart-routing | |
| - customer-service | |
| - chatbot | |
| - claude | |
| - anthropic | |
| - cohere-embed | |
| # 💬 Smart Customer Support Triage Agent | |
| An intelligent customer support system powered by LlamaIndex, Anthropic Claude and Gradio, featuring agentic routing and smart document retrieval across multiple knowledge bases. | |
| > [!IMPORTANT] | |
| > This project earned [Agent Track Honorable Mention](https://www.gradio.app/hackathon-winners) in “Gradio Agents & MCP Hackathon 2025”. Thank you so much! 🥹🙏❤️ | |
| ## 🔮 Live Demo | |
| Try the chatbot: **[https://huggingface.co/spaces/karenwky/cs-agent](https://huggingface.co/spaces/karenwky/cs-agent)** | |
| _\* Llama-3.1-405B-Instruct supported by Nebius AI Studio is used as the LLM in live demo._ | |
| ## 📹 Preview | |
| <video controls autoplay src="https://cdn-uploads.huggingface.co/production/uploads/67d2db58176fdb283211e929/VZv-vBdGfYTsyD-3LuJYC.mp4"></video> | |
| ## 🚀 Technologies Used | |
| - **LLM**: Anthropic Claude Sonnet 4.0 for natural language understanding and generation | |
| - **RAG Framework**: LlamaIndex for agent framework and intelligent query routing | |
| - **Cloud Platform**: LlamaCloud for document parsing & indexng, managed vector database | |
| - **UI Framework**: Gradio for interactive web interface | |
| - **Observability**: LlamaTrace (Arize Phoenix) for LLM tracing and monitoring | |
| - **Language**: Python 3.12 | |
| - **Document Types**: PDF, PPTX, CSV support | |
| - **Coding Assistance**: Gemini 2.5 Flash | |
| - **Synthetic Data**: Grok Chat, Slidesgo for sample knowledge base generation | |
| ## 📁 Project Structure | |
| ``` | |
| cs-agent/ | |
| ├── app.py # Main application logic | |
| ├── requirements.txt # Python dependencies | |
| ├── logo.png # Chatbot avatar image | |
| └── data/ # Sample knowledge base | |
| ├── ProductManuals/ # Product documentation | |
| ├── FAQGeneralInfo/ # FAQ and general information | |
| ├── BillingPolicy/ # Billing and payment policies | |
| └── CompanyIntroductionSlides/ # Company overview | |
| ``` | |
| ## 🔄 Architecture & Workflow | |
| <img src="https://cdn-uploads.huggingface.co/production/uploads/67d2db58176fdb283211e929/U3hKTIcnfrSE3ErjuFE8U.png" | |
| alt="Architecture & Workflow Diagram" width="1000" /> | |
| ## ✨ Key Features | |
| ### 🎯 **Agentic Routing** | |
| - Intelligent query classification and routing to appropriate knowledge bases | |
| - Composite retrieval with automatic reranking | |
| - Context-aware document selection based on query intent | |
| ### 🧠 **Metadata Awareness** | |
| - Extracts and utilizes document metadata (e.g., author, creation date, modification date) | |
| - File-specific information retrieval from document properties | |
| - Enhanced context understanding through metadata integration | |
| ### 🔄 **Automatic Version Control** | |
| - Tracks document versions automatically (e.g., `late_payment_policy_v2.pdf`) | |
| - Maintains historical document access | |
| - Version-aware responses for policy and procedure queries | |
| ### 💾 **Memory Management** | |
| - Persistent chat memory with token limit | |
| - Context preservation across conversation turns | |
| - Condensed question generation for better retrieval | |
| ### 📊 **Observability** | |
| - Real-time LLM tracing with Arize Phoenix | |
| - Retrieval performance monitoring | |
| - Source attribution and scoring visibility | |
| ## 🚀 Quick Start | |
| ### Prerequisites | |
| - Python 3.8+ | |
| - LlamaCloud API key | |
| - Anthropic API key | |
| - (Optional) Arize Phoenix API key | |
| ### Installation | |
| 1. **Clone the repository** | |
| ```bash | |
| git clone https://github.com/karenwky/cs-agent | |
| cd cs-agent | |
| ``` | |
| 2. **Install dependencies** | |
| ```bash | |
| pip install -r requirements.txt | |
| ``` | |
| 3. **Set environment variables** | |
| ```bash | |
| export ANTHROPIC_API_KEY="your-anthropic-api-key" | |
| export LLAMA_CLOUD_API_KEY="your-llamacloud-api-key" | |
| # Optional: For Phoenix tracing | |
| export PHOENIX_PROJECT_NAME="your-phoenix-project" | |
| export PHOENIX_API_KEY="your-phoenix-api-key" | |
| ``` | |
| 4. **Set up LlamaCloud indices** | |
| - Create a project named `CustomerSupportProject` in LlamaCloud | |
| - Upload documents to create these indices: | |
| - `ProductManuals` | |
| - `FAQGeneralInfo` | |
| - `BillingPolicy` | |
| - `CompanyIntroductionSlides` | |
| 5. **Launch the application** | |
| ```bash | |
| python app.py | |
| ``` | |
| ## 🗣️ Sample Questions | |
| ### 📚 **Product Manual Queries** | |
| - "Help! No response from the app, I can't do anything. What should I do?" | |
| - "What are the procedures to set up task automation?" | |
| - "How can your software help team collaboration?" | |
| - "Who is the author of the product manual and when is the last modified date?" | |
| ### ❓ **General FAQ & Company Info** | |
| - "Who are the founders of this company? What are their backgrounds?" | |
| - "Is your company environmentally friendly?" | |
| - "What kind of technical detail can I expect for sustainability questions?" | |
| ### 💰 **Billing & Policy Questions** | |
| - "I got a $200 invoice outstanding for 45 days. How much is the late charge?" | |
| - "What is your latest late payment policy?" | |
| - "If I enable auto-pay but my payment method expires, will I get notified?" | |
| - "Does the 14-day refund policy refer to calendar days or business days?" | |
| ### 🔧 **Complex Multi-Domain Queries** | |
| - "If I sign up for annual 'Pro' subscription with 10% discount but cancel after 20 days, what exact refund amount considering the 14-day policy?" | |
| - "For multi-user discounts, if I add a 5th user mid-cycle, when does the 10% discount apply and how is prorating calculated?" | |
| ## 🔮 Potential Enhancements | |
| ### 🎯 **Advanced AI Capabilities** | |
| - **Multi-modal Support**: Add image and video processing for visual troubleshooting guides | |
| - **Voice Integration**: Implement speech-to-text and text-to-speech for accessibility | |
| - **Sentiment Analysis**: Detect customer frustration levels and escalate appropriately | |
| - **Predictive Analytics**: Anticipate customer needs based on interaction patterns | |
| ### 🔧 **Technical Improvements** | |
| - **Streaming Responses**: Implement real-time response streaming for better UX | |
| - **Caching Layer**: Add Redis/Memcached for frequently accessed information | |
| - **API Gateway**: Create RESTful APIs for integration with existing support systems | |
| - **Containerization**: Docker support for easy deployment and scaling | |
| ### 📊 **Analytics & Monitoring** | |
| - **Custom Dashboards**: Build comprehensive analytics for support metrics | |
| - **A/B Testing**: Framework for testing different response strategies | |
| - **Performance Metrics**: Track response accuracy, user satisfaction, and resolution rates | |
| - **Automated Quality Assurance**: Implement response quality scoring and feedback loops | |
| ### 🔐 **Security & Compliance** | |
| - **Authentication System**: User management and role-based access control | |
| - **Data Encryption**: End-to-end encryption for sensitive customer data | |
| - **Audit Logging**: Comprehensive logging for compliance and security monitoring | |
| - **GDPR Compliance**: Data privacy controls and user data management | |
| ### 🌐 **Integration & Scalability** | |
| - **CRM Integration**: Connect with Salesforce, HubSpot, or other CRM systems | |
| - **Ticketing System**: Integration with Zendesk, Jira Service Management | |
| - **Multi-language Support**: Internationalization for global customer base | |
| - **Load Balancing**: Horizontal scaling for high-traffic scenarios | |
| ### 🤖 **Advanced Agent Capabilities** | |
| - **Tool Integration**: Connect with external APIs and services | |
| - **Workflow Automation**: Automated ticket creation and routing | |
| - **Escalation Logic**: Smart human handoff based on complexity scoring | |
| - **Learning System**: Continuous improvement from customer interactions | |
| ## 🙏 Acknowledgments | |
| - [RAG is dead, long live agentic retrieval — LlamaIndex](https://www.llamaindex.ai/blog/rag-is-dead-long-live-agentic-retrieval) | |
| - [LlamaCloudIndex + LlamaCloudRetriever - LlamaIndex](https://docs.llamaindex.ai/en/stable/module_guides/indexing/llama_cloud_index/) | |
| - [Condense plus context - LlamaIndex](https://docs.llamaindex.ai/en/stable/api_reference/chat_engines/condense_plus_context/) | |
| - [LlamaIndex | Phoenix](https://arize.com/docs/phoenix/tracing/integrations-tracing/llamaindex#setup) | |
| ## 📝 License | |
| This project is licensed under the MIT License. |