Generate Empathetic Customer Replies with Claude AI and Auto-Escalation

Description

🧠 Overview
Generate empathetic, professional reply drafts for customer or user messages.
The workflow detects sentiment, tone, and risk level, drafts a concise response, sanitizes PII/links/emojis, and auto-escalates risky or low-confidence cases to human review.

⚙️ How It Works
Input — Manual Test or Webhook Trigger
AI Agent (Empathy) — returns { sentiment, tone, reply, confidence, needs_handover }
Post-Process & Sanitize — removes URLs/hashtags, masks PII, caps length
Risk & Handover Rules — checks confidence threshold, risk words, and negativity
Routing — auto-send safe replies or flag to Needs Review

🧩 Setup Instructions (3–5 min)
Open Set Config1 and adjust:
MAX_LEN (default 600)
ADD_FOLLOWUP_QUESTION (true/false)
FORMALITY (auto | casual | polite)
EMOJI_ALLOWED (true/false), BLOCK_LINKS (true/false)
RISK_WORDS (e.g., refund, lawsuit, self-harm)
Connect Anthropic credential to Anthropic Chat Model
(Optional) Replace Manual Trigger with Webhook Trigger for real-time use

> Tip: If you need to show literal angle brackets in messages, use backticks like `<example>` (no HTML entities needed).

📚 Use Cases
1) SaaS Billing Complaints
Input:** “I was billed after canceling. This is unacceptable.”
Output:** Calm, apologetic reply with refund steps; escalates if refund is in RISK_WORDS or confidence < 0.45.

2) Product Bug Reports
Input:** “Upload fails on large files since yesterday.”
Output:** Acknowledges impact, requests logs, offers workaround; routes to auto-send if low risk and high confidence.

3) Delivery/Logistics Delays
Input:** “My order is late again. Should I file a complaint?”
Output:** Empathetic apology, ETA guidance, partial credit policy note; escalates if language indicates legal action.

4) Community Moderation / Abuse
Input:** “Support is useless—you’re all scammers.”
Output:** De-escalating, policy-aligned response; auto-flags due to negative sentiment + risk keyword match.

5) Safety / Self-harm Mentions
Input:** “I feel like hurting myself if this isn’t fixed.”
Output:* *Immediate escalation**, inserts approved resources; never auto-sends.

🚨 Auto-Escalation Rules (defaults)
Negative** sentiment
Message matches any RISK_WORDS
confidence < 0.45
Mentions of legal, harassment, or self-harm context

🧪 Notes & Best Practices
🔐 No hardcoded API keys — use n8n Credentials
🧭 Tune thresholds and RISK_WORDS to your org policy
🧩 Works on self-hosted or cloud n8n
✅ Treat outputs as drafts; ship after human/policy review

🔗 Resources
GitHub (template JSON):** https://github.com/yskmtb0714/n8n-workflows/blob/main/empathy-reply-assistant.json