The problem
Most tickets are the same few questions — but the rare ones are exactly where an automatic reply does damage.
How it works
- 01Classify
- 02Retrieve
- 03Draft
- 04Policy check
- 05Send or escalate
What was hard
- Setting the “hand to a human” threshold from real outcomes, not a guess.
- Keeping the draft tied to the runbook so it cannot invent a policy.
The goal
Common tickets close with a source attached; unclear ones reach a person with the research done.
This is a design I worked out on paper — the problem, the approach and the trade-offs. It is not a shipped product.