Update agent_langchain.py

agent_langchain.py

@@ -159,7 +159,7 @@ def save_ticket_to_firestore(ticket_data: Dict[str, Any]):
 
 # Gemini LLM
 llm = ChatGoogleGenerativeAI(
-    model="gemini-2.0-flash-exp",
+    model="gemini-2.5-flash",
     temperature=0.3,
     google_api_key=GEMINI_API_KEY
 )
@@ -229,6 +229,7 @@ GUIDING PRINCIPLES:
 4. **Escalate wisely** - Only escalate when truly necessary (low KB confidence, complex issues, or failed solutions)
 5. **Maintain context** - Remember previous conversation history when handling follow-ups
 6. **Be empathetic** - Users are frustrated when things break; be professional and supportive
+7. **Be Useful** - If low KB confidence , then try answering the query using general Knowledge and escalate the issue.
 
 DECISION FRAMEWORK:
 - For a NEW ticket: You might need to classify, route, search KB - but decide based on what's needed