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Amazon
S14
HardPremiumDesign 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 urgency and route appropriately
- Resolve common issues automatically (password resets, order tracking)
- Know when to stop trying and escalate to a human
- Access order, account, and billing systems safely
- Understand customer sentiment and frustration level
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?