APPROVED CAPTURE SCOPE
What becomes structured evidence
- Representative tickets and approved customer context
- Knowledge sources and diagnostic steps
- Policy, tone and escalation decisions
- Resolution state and customer-safe final response
RESOLUTION, POLICY AND TONE
Capture customer support for dependable AI.
Capture how experienced support teams diagnose requests, use account context, apply policy and reach a verified resolution.
Scope this workflowEXPERT JUDGMENT
Decisions the evaluation must preserve
- What is the customer actually trying to resolve?
- Which policy and account evidence applies?
- Can the agent complete the request or must a person intervene?
REUSABLE CUSTOMER ASSETS
What your team receives
- Intent and resolution taxonomy
- Multi-turn support evaluation cases
- Policy, tone and completion rubrics
- Failure clusters and regression set
RISK AND REVIEW
What stays explicitly controlled
- Account privacy
- Unsafe account actions
- Incorrect promises or policy claims