Tier-1 Support Automation with Human Handoff
E-commerce Platform
An automated tier-1 support system that resolves common requests and escalates low-confidence cases to humans with full context.
Support agents were overloaded with repetitive tier-1 questions. Response times were slow, and agents had little time for complex cases.
An AI automation that classifies incoming requests, resolves common cases with grounded answers, and escalates low-confidence or sensitive cases to humans with a full summary and context.
- LLM classification & drafting
- Tool integration (CRM, order API)
- Confidence scoring
- Human-in-the-loop console
- Ticket classification & routing
- Drafted responses with approval
- Automated refunds within policy
- Escalation on low confidence
- Reduced tier-1 ticket volume handled by humans
- Faster average response time on common issues
- Clear audit trail of automated actions
A layered system
Each layer has a clear responsibility and a clear contract with the layers above and below. Read top-to-bottom for the request path; bottom-to-top for the data path.
- 01
Intake
Webhook ingestion of new tickets from the helpdesk.
- 02
Classification
Intent and sensitivity classification with confidence.
- 03
Resolution
Grounded drafting and safe automated actions within policy.
- 04
Escalation
Human handoff with summary, evidence, and context.
- 05
Observability
Run history, success rates, and exception dashboards.
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