Support ticket triage and escalation
Your support queue gets four hundred tickets a day and first responses lag by hours. Design an agent that triages incoming tickets, drafts a first reply for the routine ones, and knows which tickets it must never touch — think furious customers, refund disputes, anything legal. I want the escalation rules, the boundary between auto-send and human review, and how you'd test the agent is escalating correctly before it goes live. Then convince me this is worth rolling out to the whole team.
route_support_ticket(ticket_text: str, intent: str, anger_score: int, assist_mode: bool) → str["My package has not arrived and tracking has not updated in five days.","shipping_status",2,true]out"review"["I want a refund for this order, it never worked.","password_reset",1,false]out"escalate"["How do I export my invoices to a CSV file?","how_to",3,false]out"auto_send"Turn the fuzzy goal into a bounded agent task. Say what the agent reads, what it may do on its own versus draft for a human, and what it must never touch. Then earn the trust: how you’d verify it before rollout, and the pitch (the problem, what you built, why it matters).
Agent build: design the agent in plain language (or narrate it). The coach grades the decomposition, the guardrails, the verification plan, and the pitch.