How I Architected a Multi-Agent System for Customer Support (And What I'd Do Differently)

Short summary

Describes a production multi-agent customer support system that handles 10,000+ conversations daily with 73% auto-resolution and 2-minute response times. Initial single-agent design failed; working architecture uses triage agent, specialized domain agents (billing, shipping, returns, general), and quality-check gates. Includes code examples for each component and coordination patterns.

• •Single-agent architecture failed at scale due to timezone handling, knowledge fragmentation, and peak-hour bottlenecks
• •Multi-agent solution: fast stateless triage routing to specialized domain agents with tool access and built-in escalation
• •Quality-check gate prevents hallucinations and policy violations before customer-facing responses; achieved 73% auto-resolution

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