AI Lab
AUTONOMOUS AGENTS

Customer Support & Triage Agent.

An autonomous frontline agent that classifies inbound customer inquiries, executes authenticated account lookups and diagnostics, resolves policy-backed requests, and routes complex edge cases to specialized engineers with complete context.

START THIS PROJECT →ALL USE CASES
READ-ONLYDiagnostic & ledger lookups operate without autonomous write or credit authority
GROUNDEDResponses bounded strictly to authenticated runbooks with source passage citations
COPILOT-1STOptional human-in-the-loop draft review before autonomous dispatch is enabled
0% IPComplete orchestration service, prompt harnesses, and eval suites assigned to client
/ 01SYSTEM ARCHITECTURE SPECIFICATION

System Architecture Specification

Production architectural parameters, integration boundaries, and deterministic safety rails for this system:

INBOUND CHANNELS & WEBHOOKSDirect bidirectional integration with Zendesk, Intercom, Salesforce Service Cloud, Freshdesk, email parsing gateways, and in-app chat webhooks.
DIAGNOSTIC & READ TOOLINGAuthenticated read access to customer subscription ledgers (Stripe), application telemetry (Datadog), license servers, and internal account management databases.
POLICY-CONSTRAINED REASONINGResponses are strictly grounded in validated support runbooks, return policies, and SLA guidelines. Schema-constrained decoders ensure the agent never promises unapproved concessions.
ESCALATION & ANOMALY TRIGGERSDeterministic escalation rules for churn risk signals, chargeback disputes, potential security compromise indicators, and low-confidence intent classifications.
/ 02OPERATIONAL EXECUTION PIPELINE

Operational Execution Pipeline

  1. STAGE/01
    Intent Classification & Urgency ScoringInbound ticket is parsed for customer intent, technical domain, urgency signals, and SLA entitlement tier.
  2. STAGE/02
    Telemetry & Context EnrichmentAgent executes background tool calls to query customer billing status, recent error traces, and account history from internal databases.
  3. STAGE/03
    Runbook-Grounded SynthesisIf the issue is standard, the agent compiles an accurate resolution citing specific troubleshooting steps and verified documentation.
  4. STAGE/04
    Human Escalation with Diagnostic BriefIf policy limits are exceeded or the issue requires manual intervention, the agent creates an enriched ticket pre-filled with root-cause hypotheses for tier-2 engineers.
/ 03EVALUATION & VERIFICATION PROTOCOL

Evaluation & Verification Protocol

How system accuracy, schema conformity, and safety are quantitatively benchmarked before production deployment:

INPUT SPECIFICATIONSAPI sandbox access for your ticketing platform, 200–500 historical resolved tickets with quality ratings, and official customer support runbooks.
EVALUATION HARNESSAutomated red-teaming against prompt-injection benchmarks, policy compliance verification, and retrieval accuracy against golden question-answer pairs.
PRODUCTION GATINGInitial deployment in Copilot Mode where human agents review drafts; autonomous routing is enabled category-by-category upon verified accuracy milestones.
DELIVERABLES & IPContainerized agent microservice, synthetic ticket evaluation suite, webhook event handlers, prompt guardrails, and full source code ownership.
/ 04INITIATE TECHNICAL SCOPING

Initiate Technical Scoping

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/ 05TECHNICAL & OPERATIONAL QUESTIONS

Technical & Operational Questions

How do you prevent the agent from promising unauthorized refunds or discounts?

We decouple generation from authorization. Any financial credit, discount code, or contract modification is enforced by a deterministic backend microservice with hardcoded limits. If the customer request exceeds pre-approved thresholds, the agent cannot execute the tool and automatically routes the ticket to a human manager.

What happens when an adversarial user tries prompt injection?

The system utilizes a multi-layer defense: input sanitization, semantic classification against prompt-injection benchmarks, separate system instructions, and schema-constrained output decoding that rejects non-conforming responses.

Can human agents review drafts before they are sent to customers?

Yes. Engagements often start in 'Copilot Mode' where the agent generates response drafts and pre-populates diagnostics in your helpdesk UI for human review before transitioning to autonomous dispatch for high-confidence categories.

/ 06COMPLEMENTARY ARCHITECTURES

Complementary Architectures

Other production architectures frequently deployed alongside this system:

03

Anomaly Detection & Exception Routing

Real-time scoring of operational data streams that isolates low-confidence records and assigns them directly to domain owners.

Ready to engineer this customer support & triage agent for your operations?

START THIS PROJECT →VIEW ENGINEERING METHODOLOGY →