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Customer-Support Triage & Resolution Agent

Customer-Support Triage & Resolution Agent

Design an agent that triages inbound support tickets, resolves what it can (including actions like refunds), and escalates the rest.

Key Requirements

  • Triage/intent routing and permission-scoped account context
  • Action tools with idempotency, caps, and approval above a threshold
  • Confidence-gated autonomy; escalation with full context handoff
  • Grounded responses (no off-policy promises); abuse handling
  • Audit trail; balance deflection against CSAT

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