AI Customer Support Response Agent

Overview #Personal Development #AI Agent

A customer support agent that provides consistent support from reception through content understanding, classification, prioritization, knowledge search, response creation, Human Review, and completion of response. It realizes an auditable and highly transparent response workflow rather than one-off replies.

Main Features

• Inquiry Classification: Automatically classifies into product, contract, billing, operation method, failure, cancellation, etc.
• Priority Judgment: Determined by explicit rule engine, not AI guessing. Records applied rule ID and reason.
• SLA Management: Automatically calculates deadline from priority and reception time, considering business hours (weekdays 9:00–18:00 JST).
• Knowledge Search: Searches for evidence from FAQ, manuals, and internal knowledge, preserving source ID, version, and update date.
• Evidence Tracing: Links claims in responses to evidence. Designed to avoid assertions without basis.
• Missing Information Detection: Automatically detects necessary information by category such as invoice number, contract number, number of affected people.
• Follow-up Question Generation: Generates customer-facing questions for each missing information item.
• Escalation Candidate Presentation: Presents handoff candidates to technical staff, accounting, management, legal.
• Human Review Gate: No automatic sending. Enforces Draft → Review → Copy order, invalidates sending before Review.
• Security Warning: Detects payment information, personal information, authentication information-like input, and does not transcribe into responses.

Safety Design

• Limits AI role to "signal extraction," final judgment executed by deterministic rules.
• Sets Tool Call limit (8), Retry limit (2), Timeout (8 seconds).
• Retained in browser memory only. Does not use localStorage, Cookie, or DB.
• Prompt Injection countermeasure: Treats customer input as untrusted data.
• Cannot execute refunds, cancellations, account suspension, external transfers.

Demo

Operational verification possible with 3 completely fictional scenarios:

• Operation method (Priority Low)
• Billing issue (Priority Medium, information missing)
• Failure report (Priority High, SLA exceeded)

Can also re-execute by editing the inquiry text.