I Built an AI Support Team with 6 Agents (Microsoft AutoGen)

This project demonstrates a multi-agent customer support system built with Microsoft AutoGen, featuring a Manager Agent that intelligently routes customer questions to specialized agents (Billing, Technical, Product, General Support). The system uses agent collaboration and conversation management to handle diverse support scenarios efficiently. Each agent is configured with specific expertise and tools, enabling scalable and organized customer service automation.

Key Points

• •Implement a Manager Agent as a router that analyzes incoming customer questions and delegates to the most appropriate specialized agent
• •Create specialized agents for different support domains: Billing, Technical Support, Product Information, and General Support
• •Use AutoGen's GroupChat and GroupChatManager to orchestrate multi-agent conversations and manage agent interactions
• •Configure each agent with specific system prompts that define their expertise, tone, and response guidelines
• •Leverage agent tools and function calling to enable agents to access external APIs, databases, or knowledge bases
• •Implement conversation history and context management to maintain continuity across multi-turn interactions
• •Design a fallback mechanism where the Manager Agent can escalate complex issues or route to human agents when needed
• •Use AutoGen's built-in termination conditions to end conversations when issues are resolved or escalation is required
• •Structure the system to be scalable by easily adding new specialized agents without modifying the core routing logic
• •Test the multi-agent system with diverse customer scenarios to ensure proper routing and response quality

Workflow Diagram

Concepts