Inputs
- De-identified historical tickets
- Allowed categories
- Escalation rules
- A known-answer test set
Control points
- No autonomous refunds or promises
- Human review for high-risk classes
- Schema validation
- Failure log and rollback
Human approval gate
A support owner approves every high-risk route and any customer-facing message or commitment.
The workflow
Every step includes a check that can stop the process before risk moves downstream.
- 01
Remove unnecessary personal data
Use representative tickets with the minimum information required for classification.
Gate: The pilot dataset has an owner and retention rule. - 02
Define a strict output schema
Require category, urgency, confidence note, and escalation reason in a validated format.
Gate: Invalid output cannot trigger downstream actions. - 03
Test against known answers
Run the same held-out cases across candidates and record misses by risk, not only average accuracy.
Gate: Critical escalation misses are reported separately. - 04
Insert a review gate
A support owner approves high-risk routing and any customer-facing draft.
Gate: The model cannot issue a refund or promise resolution. - 05
Monitor drift
Sample production suggestions and retest after model, policy, or taxonomy changes.
Gate: A rollback route is documented and rehearsed.
Candidates to pilot
Inclusion means relevant product shape, not measured superiority.
Sources checked
Open the original pages before relying on a time-sensitive product decision.