n8n · Case Study
AI Customer Support Workflow
The problem
The support team was reading every ticket and writing every response by hand. Same questions, same answers, typed out again and again. Response time depended on who was at their desk.
What I built
An AI support system in n8n that answers from the business's own documentation, not from a generic model's guesses:
- Incoming emails classified by topic and intent
- A RAG knowledge base built on OpenAI embeddings, so answers come from the company's real docs
- Gemini Flash 2.0 generates the response from the retrieved context
- Auto-reply sends the answer without a human in the loop
The result
Support tickets answered accurately and automatically using the business's own knowledge base. The team stopped retyping the same answers.
