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Project 03 / AI & support
Customer Support Triage
Searches approved knowledge, drafts known answers and routes low-confidence questions to a person.
event.accepted200
idempotency.checkedPASS
control.appliedTRUE
outcome.recordedVERIFIED
01 / Problem
A support bot that answers beyond its verified knowledge can confidently create the wrong outcome.
02 / System
Designed as a controlled operational pipeline.
The workflow classifies requests, searches a controlled knowledge source and uses a confidence threshold to choose between a reviewable draft and human escalation.
01
Known questions receive grounded drafts
02
Unknown questions reach a person
03
No uncontrolled automatic sending
03 / Reliability controls
What keeps the system honest.
Knowledge gate
Confidence threshold
Human escalation
Review-only output
Technology contract
n8nKnowledge retrievalLLM adapterSupport API
04 / Verification
Deterministic proof
Known-answer and unknown-question paths passed deterministic tests.
Evidence boundary
Read the full evidence method This is a locally verified engineering demonstration using synthetic data and controlled service adapters. It is not described as a production client deployment unless live evidence is added later.