Multi-Agent System

How it works

Instead of one general agent doing everything, work is split among focused agents — for example, one that classifies intent, one that handles billing questions, one that processes returns. A coordinator (or orchestration layer) routes each task to the right agent and combines the results.

This mirrors how a human support team is organized into specialists. Each agent can have its own instructions, tools, and knowledge sources, which keeps each one simpler, more accurate, and easier to maintain than a single monolithic prompt.

Why it matters for support

As automation grows, one giant agent becomes brittle. Splitting responsibilities into cooperating agents improves accuracy and makes the system easier to reason about — you can update the returns agent without risking the billing agent.

• Specialization improves accuracy per task
• Easier to maintain and update in isolation
• Requires an orchestration layer to coordinate