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| title: Smart Escalation API | |
| emoji: 🤖 | |
| colorFrom: blue | |
| colorTo: green | |
| sdk: docker | |
| pinned: false | |
| license: mit | |
| # Smart Escalation API | |
| AI-powered L1 customer support system that intelligently answers customer questions or escalates to human agents when uncertain. | |
| ## 🚀 Features | |
| - **RAG-Based Retrieval**: Uses sentence-transformers and FAISS for semantic search over help articles | |
| - **Intelligent Escalation**: Automatically escalates to human agents when confidence is low | |
| - **FastAPI Backend**: Fast, async API with automatic OpenAPI documentation | |
| - **Google Gemini LLM**: Powered by gemini-1.5-flash for fast, accurate responses | |
| ## 📡 API Endpoints | |
| - `GET /` - API information | |
| - `GET /health` - Health check | |
| - `POST /ask` - Submit customer questions and get answers | |
| ## 🔧 Environment Variables | |
| Configure these in your Space settings under "Repository secrets": | |
| | Variable | Description | Default | | |
| |----------|-------------|---------| | |
| | `GOOGLE_API_KEY` | Google Gemini API key (required) | - | | |
| | `ARTICLES_DIR` | Path to help articles | `data/articles` | | |
| | `EMBEDDING_MODEL` | Sentence transformer model | `all-MiniLM-L6-v2` | | |
| | `RELEVANCE_THRESHOLD` | Minimum similarity score (0-1) | `0.5` | | |
| | `TOP_K_CHUNKS` | Number of chunks to retrieve | `3` | | |
| | `CHUNK_SIZE` | Characters per chunk | `500` | | |
| | `CHUNK_OVERLAP` | Overlap between chunks | `50` | | |
| | `LLM_MODEL` | Gemini model name | `gemini-1.5-flash` | | |
| | `LLM_TEMPERATURE` | LLM temperature (0-1) | `0.3` | | |
| | `CORS_ORIGINS` | Allowed CORS origins | `*` | | |
| ## 📖 Usage | |
| ### Example Request | |
| ```bash | |
| curl -X POST https://webflow97-deployment-taskflow.hf.space/ask \ | |
| -H "Content-Type: application/json" \ | |
| -d '{"question": "How do I reset my password?"}' | |
| ``` | |
| ### Example Response (Answer) | |
| ```json | |
| { | |
| "response_type": "answer", | |
| "message": "To reset your password, go to the login page and click 'Forgot Password'. Enter your email address and you'll receive a reset link.", | |
| "confidence_explanation": "High confidence - retrieved relevant content with similarity score 0.82", | |
| "sources": ["getting-started.md"] | |
| } | |
| ``` | |
| ### Example Response (Escalation) | |
| ```json | |
| { | |
| "response_type": "escalation", | |
| "message": "I'm not certain I can answer this accurately. Let me connect you with a human support agent who can help.", | |
| "confidence_explanation": "Low confidence - best retrieval score was 0.42", | |
| "sources": null | |
| } | |
| ``` | |
| ## 📚 Interactive Documentation | |
| Visit `/docs` for interactive API documentation powered by Swagger UI. | |
| ## 🏗️ Architecture | |
| - **Backend**: Python FastAPI | |
| - **Vector Store**: FAISS (in-memory) with sentence-transformers embeddings | |
| - **LLM**: Google Gemini API (gemini-1.5-flash) | |
| - **Deployment**: Hugging Face Spaces (Docker) | |
| ## 📝 Help Articles | |
| The system includes help articles about TaskFlow (a fictional project management SaaS): | |
| 1. **Getting Started** - TaskFlow basics, account setup, first project | |
| 2. **Billing and Subscriptions** - Plans, payment methods, billing cycles | |
| 3. **Integrations** - Slack, GitHub, Jira integrations | |
| 4. **Team Permissions** - Roles, access control, admin settings | |
| 5. **Troubleshooting** - Common errors, login issues, performance tips | |
| ## 🔗 Links | |
| - **Frontend**: https://escalation-api-frontend.vercel.app/ | |
| - **GitHub**: https://github.com/webflow-ai/Escalation-api | |
| - **API Docs**: https://webflow97-deployment-taskflow.hf.space/docs | |
| ## 📄 License | |
| MIT | |