AI support agent readiness
Harden AI support agents before customers become the eval set
A support agent that works in a happy-path demo can still fail in live tickets. This service reviews the operational layer around answers, tool calls, escalation, monitoring, and ownership.
Buyer pain
The failure mode is operational, not magical.
The agent can answer simple tickets, but the team cannot prove resolution quality, catch regressions, preserve handoff context, or explain why cases failed.
read-only first Risk before rollout
Start by mapping one live workflow, then decide which hardening work is actually worth doing.
Deliverables
What gets reviewed before broader rollout.
- Read-only support-agent workflow map across answer path, tool calls, escalation, and ownership
- Eval harness shape with regression fixtures tied to real support cases
- Handoff quality review for user intent, source evidence, action state, and uncertainty
- Guardrail map for inputs, outputs, tool calls, policy content, and human review
- Observability and cost per resolution map for rollout, drift, retries, and incident paths
A clear risk map for one AI support agent path, with the operational gaps made visible before broader rollout.
Review a support-agent risk