Part 1 of 4 · 1 min read
Overview
Support is where the agent moves money and changes records in front of customers. The architecture lesson is general: let the model interpret, let code enforce, make every action reversible or approved, and measure the cost of both mistakes and escalations.
About the example, and what is real
Real: the backend tools with preconditions and idempotency, the deterministic policy, the handoff packet, the operations risk-tier classifier and rate limiter, and the 20 tests in code/mini-support; the numbers come from running them. Simulated and assumed: the ticket stream (intent mix, order states), the classifier (88 percent accurate with invented confidence distributions: correct answers uniform 0.7 to 1.0, wrong answers uniform 0.4 to 0.9) and every cost ($0.02 model per ticket, $4 per escalation, $15 per wrong action, $3 per wrong reply). Not real: no real model, customers, orders or money.