Design a Simple Conversational Agent for Customer Support

Design a conversational AI agent for a SaaS company's customer support channel. The agent should handle common support inquiries (billing questions, feature explanations, troubleshooting steps, account management) and escalate to human agents when it cannot confidently resolve the issue.

Scale Requirements

• 50,000 customer conversations per month
• Target: resolve 60% of inquiries without human escalation
• Response time: under 3 seconds for automated responses
• Support 3 languages (English, Spanish, German)
• Knowledge base: 500 articles, updated weekly

Design Requirements

1. Design the conversation flow — how does the agent understand user intent and maintain context?
2. Design the knowledge retrieval and response generation pipeline.
3. Explain the escalation logic — when and how to hand off to a human agent.
4. Design the system for multi-language support.
5. Describe how you would measure quality and improve the agent over time.