A support assistant that knows when to hand over
Decides whether to answer, ask a question or pass to a person, and records why.
A working sample we built to show how we would solve a problem like this. It is not a delivered project.
In plain terms
A customer-support assistant that decides, for each message, whether to answer, ask a follow-up question, or hand over to a person, and records why. It answers only when it is confident, using a sample help list, and it runs fully offline.
- Answers only when it is confident.
- Hands over when a question is risky or unclear.
- Keeps a log of every decision.
What this does not claim: Uses a small sample help list and 15 invented messages. It shows the decision logic, not accuracy on real customers.
Technical details
Rules, then BM25 search over a sample FAQ, then a confidence gate, then a decision (answer / ask / hand off) and a log entry. Fifteen scenarios run offline and write run_results.json and conversation_log.jsonl.
- Python (standard library only)
- BM25 search
- Confidence gate
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