{
  "category": "AI & Automation",
  "id": "support-triage",
  "title": "Support Inbox Triage",
  "industry": "Ecommerce",
  "platforms": [
    "Help desk",
    "Shopify",
    "Knowledge base"
  ],
  "audience": "Customers asking about order status, returns or a damaged shipment.",
  "challenge": "Automated replies can be fast but unhelpful when an order or policy detail is uncertain.",
  "headline": "Resolve the routine. Escalate the exception.",
  "output": {
    "Order status": "Retrieve the authenticated order status and share the approved tracking information.",
    "Return request": "Explain the applicable policy from the knowledge base and offer a human review for exceptions.",
    "Damaged item": "Acknowledge the issue, collect only required order details and send it to the support team.",
    "Confidence rule": "Draft instead of send if the source is missing, contradictory or outside the approved answer set.",
    "Privacy": "Keep payment details and unnecessary personal information out of generated summaries."
  },
  "rows": [
    [
      "Tracking request",
      "Verified order available",
      "Approved status response"
    ],
    [
      "Policy exception",
      "Refund or damaged item",
      "Human review with context"
    ],
    [
      "Unknown intent",
      "No matching answer",
      "Clarifying question or queue"
    ]
  ],
  "measurement": "Measure resolution accuracy, reopen rate and handoff completeness. Reply speed alone is not a quality measure.",
  "qa": "Test stale policy versions, wrong order identity, prompt injection inside incoming messages and requests for another customer’s information.",
  "status": "Illustrative concept",
  "origin": "New addition",
  "description": "Automated replies can be fast but unhelpful when an order or policy detail is uncertain.",
  "subtitle": "Automated replies can be fast but unhelpful when an order or policy detail is uncertain.",
  "deliverable": "Workflow simulator",
  "tags": [
    "Help desk",
    "Shopify",
    "Knowledge base",
    "Ecommerce",
    "Workflow simulator"
  ],
  "type": "interactive",
  "src": "projects/support-triage.html",
  "number": 43,
  "color": "#82d9d0"
}