Decision Systems Case Study: Autonomous Customer Support Triage
Decision Systems Case Study: Autonomous Customer Support Triage
Problem
Incoming tickets vary: billing, technical, account access. A triage agent must route correctly and draft helpful responses.
Decision flow
- Classify category
- Estimate urgency
- Check user plan and history
- Route to queue
- Draft response
Safety gates
- No promises without policy
- Verify account data via tools
- Escalate security issues
