Autonomous Support Agent Sandbox Demo

Simulate Support Ticket

Select a customer query. The agent reads refund/cancellation policies from the DB, evaluates conditions, and processes refunds or escalations.

Select Support Query

policy Policy Base Embeddings

smart_toy Decisions Multi-step

payments Gateway Razorpay

support Escalations Webhook

support-agent.js · gemini / policy

> Waiting for ticket input...

Live Workflow Nodes

Passive Mode

sentiment_neutral

Step 1

Sentiment Audit

pageview

Step 2

RAG Context Fetch

send

Step 3

Response Dispatch

How Support Routing & Resolution Works

1. Intent & Tone Audit

The agent scans the inquiry text to classify sentiment (e.g. Frustrated, Question) and identify category tags (e.g. Billing, Syllabus).

2. RAG Context Fetch

The agent references local QA sheets and help document databases, extracting exact answers relating to the query.

3. Response Dispatch

The system compiles the final response message, updates the MySQL ticket state, and dispatches a confirmation payload.

Simulated Ticketing Database Fields

When the agent resolves a ticket, it updates these fields in the MySQL table:

Table Field	Schema Type	Explanation
ticket_sentiment	VARCHAR(32)	Captured emotional tone (e.g. Frustrated)
handling_duration_ms	INT	Total execution latency to compile the reply

Security Shield: PII Data Masking

Automated Regex address & phone filter

To guarantee student privacy, our preprocessing layer automatically checks the inquiry. If telephone numbers or email variables are found, they are replaced with `[MASKED_PHONE]` or `[MASKED_EMAIL]` prior to sending the payload to the LLM.

Outgoing API Resolution payload

{

"event": "ticket.resolved",

"data": {

"inquiry_id": "ticket_1048",

"classification": "refund_request",

"sentiment": "anxious",

"draft_response": "We have processed your refund request..."

}

Understanding the Support Log Trace

The left logger outputs raw prompt instructions showing the system schema mappings. Yellow trace logs capture SQL query construction, while green prints execution duration and formatting steps.

Support Agent Sandbox FAQs

Can this agent automatically process refunds?

No. By design, the support agent drafts refund replies but requires human operator approval via the admin console before executing transfers.

How does the agent handle queries not in the help guides?

If the semantic search confidence falls below 70%, the agent triggers a handoff, routing the ticket directly to a human support agent's Slack channel.

Ready to automate customer or student support?

Integrate a custom support routing agent. Book a strategy session with Hitender Tanwar.

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