TechSupport AI
Autonomous Customer Support Assistant with Policy Guardrails
“Agency-delivered legacy bot had a 12% policy violation rate and hallucinated unsupported refund rules, creating severe brand risk.”
The client was handling 50,000+ monthly customer inquiries through a combination of an outsourced tier-1 support desk and a fragile, prompt-only ChatGPT integration.
Responses contradicted official SLA policies, hallucinated unreleased product capabilities, and frequently failed to access real-time CRM user history.
The business was facing rising support overhead costs while customer satisfaction scores (CSAT) were plummeting.
12% Policy Failure Rate: Bot granted unauthorized discount exceptions and return approvals.
No Deterministic Verification: Output was generated directly by the LLM without pre-dispatch policy checks.
Context Blindness: Unable to ground responses in active Zendesk customer history or subscription tiers.
Deterministic Hybrid RAG & Policy Enforcement Pipeline
A multi-layer architecture decoupling intent classification, knowledge retrieval, and output guardrails to guarantee 100% compliance before message dispatch.
Context Enrichment
Hydrates session state with live CRM tier, past tickets, and SAML auth tokens.
Hybrid Search Core
Combines dense vector similarity with exact keyword indexing to eliminate missing policies.
Guardrail Validator
Deterministic regex and schema inspection verifying return rules, refunds, and tone.
Live Interface & Inspection Workflows
Policy Guardrail Inspector
Real-time policy enforcement workbench intercepting, scoring, and validating LLM completions before client dispatch.
Ticket Deflection Telemetry
Executive telemetry dashboard monitoring deflection velocity, resolution times, and cost savings across 50,000+ monthly conversations.
Architectural Trade-Offs
Deterministic Guardrails Over Pure Prompt Engineering
Prompt engineering alone cannot guarantee 0% hallucination rates. Wrapping the model with strict Pydantic schema validation and post-generation policy checks prevented 100% of policy breaches.
Hybrid Dense/Sparse Vector Search Over Standalone Vector DB
Pure cosine similarity fails on exact alphanumeric part numbers and SKU codes. Hybrid search ensures both conceptual understanding and exact term discovery.
Operational Telemetry
Tier-1 tickets resolved without human intervention
Zero policy-violating responses in production
Real-time streaming resolution across 50k DAU
