Customer support chatbot architecture template

Components in this data flow diagram

• Customer message
• Web, app or WhatsApp
• Redact personal data
• Intent detection
• Intent?
• Order API lookup
• Search knowledge base
• Route to human agent
• LLM drafts answer
• Confident?
• Send reply
• CRM ticket
• Ask for rating
• Conversation analytics

How to use this data flow diagram template

1. Click Open in the editor. The data flow diagram opens on a new page in FlowDiagram — nothing is uploaded and there is no sign-up.
2. Rename, add or delete shapes and drag them where you want; connectors stay attached as things move.
3. Drop in vendor logos from the library — 1,160 of them, including every AWS, Azure and Google Cloud service icon — or restyle it with the colour and theme controls.
4. Prefer text? Edit the Mermaid source below and paste it in through ☰ → Import diagram (see the Mermaid editor); it imports as an editable diagram.
5. Export to PNG, SVG or PDF, or press Ctrl+L for a link that carries the whole diagram.

Mermaid source

The whole template is the text below. Paste it into FlowDiagram, keep it in Git next to the code it describes, or hand it to an AI assistant to extend.

flowchart LR
  U((Customer message)) --> CH[Web, app or WhatsApp]
  CH --> PII[Redact personal data]
  PII --> NLU[Intent detection]
  NLU --> INT{Intent?}
  INT -->|Order status| API[Order API lookup]
  INT -->|How-to| KB[Search knowledge base]
  INT -->|Complaint| HUMAN[Route to human agent]
  KB --> LLM[LLM drafts answer]
  API --> LLM
  LLM --> CONF{Confident?}
  CONF -->|No| HUMAN
  CONF -->|Yes| REPLY[Send reply]
  HUMAN --> CRM[(CRM ticket)]
  HUMAN --> REPLY
  REPLY --> CSAT[Ask for rating]
  CSAT --> LOGS[(Conversation analytics)]

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