Designed and deployed a secure, automated AI customer support workflow built in n8n using the Google Gemini API. The system parses customer inquiries, applies strict business compliance rules, and formats output as structured JSON to determine whether to resolve inquiries automatically or escalate them to a human agent.
Key Technical Details Shown:
Workflow Engine: n8n (Google Gemini Chat Model node)
AI Model: Google Gemini (gemini-3-flash-preview)
Structured Output: Enforced JSON schema containing intent classification (category), human escalation flags (needs_human), and pre-drafted responses (draft_reply).
Compliance Guardrails: Custom prompt guardrails instructing the AI never to handle sensitive inquiries (e.g., dosage, medical/health advice, safety claims) and automatically route them to human support.