Building Clawdbot: An AI-Powered Customer Support Agent

Clawdbot is a production-grade AI customer support agent that combines LLM reasoning with persistent memory, knowledge base retrieval, and intelligent escalation to human agents.

1. Architecture

[ Customer Message ] → [ Sentiment Analysis ] → [ Intent Classification ]
                                                         |
                              ┌──────────────────────────┤
                              v                          v
                    [ Knowledge Base RAG ]      [ Escalation Check ]
                              |                          |
                              v                    Frustrated?
                    [ Generate Response ]         3+ failed attempts?
                              |                  Sensitive topic?
                              v                          |
                    [ Quality Check ]                    v
                              |                 [ Transfer to Human ]
                              v
                    [ Send Response ]

2. Escalation Logic

function shouldEscalate(conversation: Message[]): boolean {
  const sentimentScores = conversation.map(m => analyzeSentiment(m.text));
  const recentSentiment = sentimentScores.slice(-3);
  
  // Escalate if sentiment is declining
  if (recentSentiment.every(s => s < -0.5)) return true;
  
  // Escalate if same question asked 3+ times
  const questions = conversation.filter(m => m.role === "user");
  const repeated = findRepeatedIntents(questions);
  if (repeated.length > 0) return true;
  
  // Escalate for sensitive topics
  const lastMessage = conversation[conversation.length - 1];
  if (containsSensitiveTopic(lastMessage.text)) return true;
  
  return false;
}

Clawdbot demonstrates that the best AI support agents know not just how to answer — but when to hand off to a human.