Leveraging the power of Google's Gemini models and the flexibility of the n8n platform, this new 'Agent Bot' does more than just answer questions—it solves technical problems autonomously and collaboratively.
In a business environment where immediacy is the key to success, incident management is often one of the biggest bottlenecks. To address this, an innovative AI Agent has been introduced, designed to integrate deeply with vTiger CRM, radically transforming how companies serve their customers.
Intelligence Based on Real-World Context
Unlike traditional chatbots limited to pre-programmed responses, this Agent utilizes Google's Gemini models.To resolve each case, the Bot conducts an 'investigation' across three data levels:"
Success History: Queries the database of previously resolved incidents within the CRM.
Internal Documentation: Accesses manuals and knowledge bases stored in Word documents.
Global Net: Searches the internet for up-to-date technical information specific to the affected area.
With this context, the Bot generates a clear and detailed resolution proposal that is automatically recorded in the vTiger solution field.
Human-AI Collaboration: The Hybrid Model
One of the most disruptive features of this development is its ability to collaborate seamlessly with technical staff:
Intelligent Autonomy: If the Bot determines that the solution is complete and definitive, it marks the incident as «Closed».
Critical Escalation: If it detects that the problem requires physical intervention or expert judgment, it leaves the incident «Open» for a human to finalize.
Real-Time Supervision: The company's technicians can monitor the Bot's solution traffic, refining the outputs or using them as a preliminary diagnosis to perform direct interventions on the systems.
«The goal is not to replace the technician, but to free them from repetitive tasks so they can focus on complex interventions where their expertise is irreplaceable," the project developers comment.
Transparency and Instant Notification
The end customer is never left in the dark. Once the Bot processes the incident, the vTiger system automatically triggers email notifications. Additionally, users can track the progress and technical resolution in real time through the Customer Portal..
The Tech Stack: Gemini + n8n
This ecosystem has been implemented using n8n, the workflow automation platform that acts as the 'logistic brain', connecting the vTiger API with the natural language processing power of Google Gemini. This architecture enables unprecedented scalability and response speeds that drastically reduce company service level agreements (SLAs).
