Support triage: answer, review, or stop a duplicate.
Recorded demo · Synthetic data · Simulated actions
Three documented support-ticket observations from October 7, 2026, using synthetic tickets, approved synthetic knowledge, and simulated actions.
The workflow
- Buyer problem
- Support requests need a documented answer, a person’s judgment, or a stop when the same ticket is replayed.
- Intended users
- Support teams evaluating a review boundary around knowledge-based ticket handling.
- Inputs
- Synthetic ticket content and identity, plus approved synthetic product and policy knowledge.
- Recorded processing
- Normalize the ticket and check for an identical replay.
- Assess bounded risk signals and assign an urgency label.
- Retrieve approved synthetic knowledge and validate the draft’s citations.
- Apply the routing policy and record a simulated action and audit event for processed cases.
- Demo output
- In the recorded cases: a cited simulated reply, a duplicate stop, or an evidence packet for simulated human review. These are execution results, not delivered messages.
- Human review
- A person would assess unsupported requests and authorize any future customer reply or staff handoff. No customer message or staff notification was delivered.
- Remaining work
- Real delivery and reconciliation, infrastructure failure handling, retrieval calibration, and the remaining outage, security, multi-user, provider/database failure, and concurrent retry tests are unfinished. The separate contractual-guarantee gate is also unfinished. These three observations do not establish production readiness.
Recorded observations · October 7, 2026
Password-reset ticket
Input: A synthetic request for help resetting a password.
Observed processing: The workflow retrieved approved synthetic knowledge, validated the draft’s citation, and applied its reply policy.
Result: A cited simulated reply, with one recorded action and one audit event.
Human boundary: No customer reply was sent. Live sending permissions and delivery checks remain future work.
Identical replay
Input: The same password-reset ticket was submitted again with identical ticket content.
Observed processing: The replay stopped at the duplicate gate before another draft or action.
Result: The records still held one action and one audit event after two attempts.
Human boundary: This observed replay does not establish behavior under concurrent retries or exactly-once external delivery.
Unsupported residency guarantee
Input: A synthetic request for a guarantee that data would remain in Bangladesh.
Observed processing: The workflow retrieved four synthetic knowledge documents. The model judged the evidence insufficient to answer the guarantee request.
Result: A simulated human-review route carrying the retrieved evidence and tool trace, without an unsupported guarantee.
Human boundary: No staff notification was sent. A person would need to assess the request; the separate contractual-guarantee rule is unfinished. This is one observed result, not proof of a universal guarantee filter.