Design a Customer-Support Triage & Resolution Agent

Design an AI agent that handles incoming customer support tickets end-to-end — triaging by urgency, resolving simple issues automatically, and escalating complex ones to humans.

AgentsTool UseRAGSafety

Key Requirements

Classify ticket intent, urgency and sentiment, and route to the right tier or queue
Resolve common issues alone (order status, password resets, refunds within policy)
Gate every action with side effects in code, with caps and a human approval path
Hand over to a person with full context when a rule says so
Keep replies consistent with current, versioned policy

Interviewer Follow-ups

Q1How do you measure resolution quality?
Q2What happens when the agent confidently gives a wrong answer?
Q3How do you handle an angry customer who demands a human immediately?

Design a Conversational Commerce / Shopping Agent

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