customer support · tool agent
Customer Support Agent
Resolve in-policy requests and escalate the rest.
- support
- rag
- guardrail
- escalation
How to watch
Play starts at Input. Each station works, then a labeled packet travels the wire.
On station · 5.2s · 0/0
Packets stay on the wire. This is a conceptual simulation, not a live model run.
What Customer Support Agent does
A customer support agent answers with policy and account tools. It retrieves the relevant policy, inspects ticket state, and escalates when the request is outside its authority. It must not invent refunds.
Message in, retrieve policy, read ticket, decide resolve vs escalate. Conceptual simulation.
Workflow
Each step maps to a node in the lab above. and watch the packets travel.
- 01Input
Receive the ticket
Load the customer message.
- 02Tool
Retrieve policy
Search policy docs.
- 03Process
Apply policy
Decide resolve or escalate.
Failure path
Escalation is success for the system, not a personal failure.
- 04Handoff