CustomerCan you update my shipping address?
Resolution assistantI found the account and checked the policy. This change can be completed now.
Example account actionFuture shipping address updated
CheckedFor support and CX leaders
A reply is not a resolution.
Answer the question, take the approved action, and bring in a person with full context when judgment is needed.
Example customer, policy, and record. No live systems are contacted. Trial requests are reviewed; if the case fits, we agree the bounded scope before any data is shared.
Sample interface
Follow the work, not just the words.
Address changeExample ticket · repeated issue
Today
Example customerI moved last week. Can you change the shipping address on my account?
Resolution assistantI can help after confirming the account and the policy conditions. Is this for future orders only?
Example customerYes. No order is currently in transit.
Resolution assistantYour identity and account state match the example policy. The sample address record is now updated.
Example action completedFuture shipping address updated · receipt RES-EX-042
The finish line
Measure the customer outcome, not the automation theater.
What happened
Answered
Resolved
Relevant information was sent
Yes
Yes
Identity and policy were checked
Unknown
Required
Authorized system action completed
No
Required
Customer received a receipt
No
Required
Reopen window is observed
No
Declared
When judgment is needed
Hand off the decision, not the detective work.
An exception should reach a person with the customer request, policy match, checks already completed, attempted action, and the exact reason work stopped.
Example handoff
Needs approval
“Please change the address for the order that shipped this morning.”
- Customer intent
- Change address for an active shipment
- Checks completed
- Identity confirmed · order state retrieved
- Why work stopped
- Fictional SUP-ADDR-v3, clause 3.4 does not permit an automated carrier redirect
- Human queue
- Shipment exceptions · full conversation attached
A controlled first test
Test one repeated issue on ten tickets.
Bring ten sanitized examples, the current policy, and a sandbox or manual-safe action path. The first test compares policy correctness, action success, handoff quality, false resolution, and human minutes on the same cases.
Request a 10-ticket trial Applications are reviewed. Live customer access stays off until the test path is approved.Free operating resource
AI customer support evaluation checklist
Define one issue and expected resolution path. Test representative and adversarial cases, preserve inputs and outputs, and require human review before live authority expands.
Open the guide and fictional templateTake the sample apart
Compare the untouched packet with the review copy.
These files are fictional and safe to inspect. They show the exact export and source trail a trial would need to produce.
Inspectable sample run
See the request, policy, action, and receipt.
Every field below belongs to the fictional sample shown on this page. It shows the output we would evaluate in a bounded trial; it is not a customer result.
- Source input
- A fictional address-change ticket, identity check, account state, and sample policy v3.
- Applied rule
- Only future-address changes with no active shipment can reach the simulated account action.
- Resulting state
- The fictional ticket moves from open to resolved with a simulated address update and receipt.
- Human checkpoint
- Policy exceptions and live account actions remain human-approved until the test path is accepted.
- Sample receipt
- RES-EX-042, simulated action, no customer or account system contacted.
- Freshness
- Fictional sample v2, updated 2026-09-04.