Interaction: Client <=> ClaudIA <=> Eddie

Detailed Explanation of the Flow

Client sends a message:

The client initiates contact by sending a message to ClaudIA. The message can be a simple query, an inquiry about the status of an order, or a more specific question that requires an automated flow.

ClaudIA interprets the message

Upon receiving the message, ClaudIA, powered by a GPT model, begins processing the content. The model performs a deep linguistic analysis to understand the client's intent, the context of the message, and identify important entities.

ClaudIA checks the type of content

With the message processed, ClaudIA checks what type of response is necessary:

• Content N1: If the message is simple and direct, ClaudIA automatically responds with an answer from the knowledge base.

  

• Content N2: If the question is more complex or requires human assistance, ClaudIA transfers the conversation to the N2 team.

  

• Interactive Content: If the issue involves a more complex inquiry (e.g., checking order status, information via API, or integration with Google Sheets), ClaudIA activates Eddie's flow.

  

Eddie's Flow (Interactive Content)

When the content is interactive, ClaudIA triggers Eddie's flow. This flow may include:

• Queries (API, Google Sheets, LLM prompt, tree flows, JavaScript, etc.): Eddie performs the queries defined in the flow, such as checking the status of an order or retrieving specific data.

• Response Generation: The response generated by Eddie is then sent to the client.

Flow Finalization

After executing Eddie's flow, the service can proceed in different ways:

• Return to ClaudIA: If the flow was set to return to ClaudIA, she continues the service. "End Flow [N1]".

  

• Escalated to N2: If configured, the conversation is escalated to the N2 team for more in-depth assistance "Forward to Human [N2]".