Applied · AI System Designmid

Customer-Support Triage & Resolution Agent

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Human

Human-in-the-Loop

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// brief

Customer-Support Triage & Resolution Agent

Design an agent that triages inbound support tickets, resolves what it can (including actions like refunds), and escalates the rest.

Key Requirements

01Triage/intent routing and permission-scoped account context
02Action tools with idempotency, caps, and approval above a threshold
03Confidence-gated autonomy; escalation with full context handoff
04Grounded responses (no off-policy promises); abuse handling
05Audit trail; balance deflection against CSAT

Rubric must-haves

0/3

Has a triage/orchestration step
Has action tools (refund/lookup)
Has a human escalation path

These checks are the structure score, 30% of your total. They update as you draw.

Practise it like the real round

30-minute timer paced through requirements, design and deep dive. The follow-up questions stay hidden until the last phase, and solution hints are off.

AI Review

0/5

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