Customer support
Support resolution
Research pilot — simulated example, not a live deployment
Prepare a response from the customer’s account context and your policies, with exceptions sent to the team that can decide.
See an input and its handoff
Compare the expected behavior in a routine case and an exception.
Agreed rule
Use account-specific terms only when verified. Escalate an unresolved policy conflict.
Policy match
The supplied records support eligibility for billing review.
Example input
- Ticket DEMO-431
- Please refund my renewal. It was charged 8 days ago.
- Account record
- Renewal date confirmed in the supplied billing record; no account-specific terms apply.
- Policy REF-14
- Renewal refund requests are eligible within 14 days, subject to billing approval.
Illustrative output
- Assessment
- Within the 14-day window · ready for billing review
- Evidence
- 8 elapsed days in the billing record, compared with policy REF-14.
- Reply draft
- Your request falls within the renewal review window. Our billing team will confirm the refund decision.
The human handoff
Billing confirms eligibility and any refund. Support reviews the draft before sending; the example issues no refund.
Policy conflict
An unverified contract changes what the reviewer needs to check.
Example input
- Ticket DEMO-432
- My renewal was 18 days ago. Our contract says we have 30 days to request a refund.
- Policy REF-14
- Standard renewal window: 14 days. Verified account-specific terms take precedence.
- Contract attachment
- A 30-day window is stated, but the signed version and account match are not verified.
Illustrative output
- Assessment
- Policy conflict · needs review
- Evidence to check
- 18 days exceeds REF-14 but falls within the attached 30-day terms. Confirm the signed contract belongs to this account.
- Reply draft
- We’re checking the renewal terms attached to your account. Our billing team will review the contract before confirming the outcome.
The human handoff
Send the policy comparison and contract reference to billing. Hold the eligibility decision and reply until the terms are verified.
How this agent would work
Assemble the case
Read the ticket alongside the supplied billing record, standard policy and account-specific terms. Retain a reference for each source.
Apply the policy rules
Compare timing and eligibility with verified terms. Surface missing records or conflicting policy evidence before drafting a conclusion.
Prepare the resolution
Return the relevant policy, evidence, open questions and a reply draft. Route exceptions to the authorized team.
Where human judgment stays
- An attached contract is not automatically treated as verified or applicable to the account.
- Unresolved policy conflicts stay open for review; the draft promises neither a refund nor a rejection.
- A person approves the response. Refunds and account changes require the authorized team.
When you build your version
A backend you can inspect and own
- Approved spec
- Define permitted account and policy sources, how verified contract terms take precedence, missing-evidence handling, and who approves replies and refunds.
- Backend/API
- A generated FastAPI backend, packaged as a versioned artifact. Review its configuration, integrations and deployment requirements for your environment.
- Source code
- Download the project code to inspect, change and run in your own environment.
- Validation results
- Evidence tied to the artifact version and the checks actually run. Include standard-policy matches, verified contract overrides, unverified attachments, missing account records, and drafts that must stay unsent in the test plan.
No validation report is provided for this pilot. The scenarios above illustrate expected behavior, not passed tests.
Read what Axtra validates