Reference architecture
IllustrativeAgentic triage and reply drafting for a B2B support queue
A reference architecture where an agent gathers context, proposes a resolution and waits for agent approval.
Illustrative scenario. Not a completed client engagement. It describes how we would approach the problem; no client, results or quotes are implied.
/ 01Problem
The situation
A software company’s support team spends the first part of every ticket gathering context: account plan, recent incidents, product version, similar tickets. Response times slip during releases.
/ 02Baseline
Measuring before building
Ticket timestamps are used to measure time to first response and handling time per category over a recent quarter.
/ 03AI architecture
Architecture snapshot
- New ticket webhook
- Category and priority classification
- Read account plan and usage
- Read incident status page
- Search resolved tickets and docs
- Create internal note (write, approval required)
- Plan, gather, propose loop with step limit
- Structured output: summary, cause hypothesis, draft reply, sources
- Agent edits and sends
- Escalation for security, billing disputes and outages
- Scenario suite incl. prompt-injection tickets
- Draft acceptance tracking
- Trace review
/ 04Delivery
How it would be delivered
- 1
Task analysis
Decide which steps need an agent and which can be a fixed workflow.
- 2
Tooling and limits
Build read-only tools first; add the single write tool behind approval.
- 3
Shadow mode
Agent drafts in the background on live tickets; drafts are compared with what humans sent.
/ 05Outcome measures
What would be measured
- Draft acceptance and edit distance
- Time to first response by category
- Escalation precision for sensitive tickets
- Cost per handled ticket
Limitations
- No customer-facing autonomous replies in this design.
- Value depends on the quality of historical ticket resolutions.
No results are claimed for this scenario. Targets would be set from the measured baseline in a real engagement.
/ 06Client quote
Illustrative scenarios do not carry client quotes.
Related solutions
Related services
Related product concepts
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