Guides

Support & CX agents

Lookup order → check refund policy → refund or replace → notify. Reference workload for CX automation on Inferix (agent_id: support).

Scenario

A prompt change made the agent skip policy.check_refund — customers got unauthorized refunds. HTTP tools still returned 200. You need required-step gates, cheap routing for FAQ, and drift on refund intents.

What Inferix gives you

TraceForge required-step misses (T01) and business_success
RouteIQ cheap path on owned/slm-support for easy intents
LensAI cost per successful refund / order_status
DriftWatch slice on refund_request; FineForge prompt rollback

Tools & intents

Tools	Intents
shop.get_order, policy.check_refund, payments.refund/replace, crm.notify, knowledge.search_faq	order_status, refund_request, partial_return, exchange, shipping_delay, cancel_order

Setup

routing:
  rules:
    - name: support-faq
      when: { agent: support, intent: [order_status, shipping_delay] }
      model: owned/slm-support
      cache: { mode: semantic, ttl_s: 600 }
    - name: support-refund
      when: { agent: support, intent: refund_request }
      model: owned/slm-support
      escalate_if: { risk: high, model: owned/general-llm }

# TraceForge: mark policy.check_refund required for refund_request
# Golden set: unauthorized refund cases must fail business_success

Watch

skipped_required for policy.check_refund
route mix: % on slm-support vs general-llm
cost.per_successful_task for support agent
drift slice refund_request after prompt deploys

Failure modes

T01 required step skipped — hard gate in agent
T11 hallucinated order ids — validate before payments.refund
R03 semantic cache false hit on similar FAQ — raise threshold
D01 prompt regression — FineForge rollback

Chaos drills

Practice with toggles: bad_prompt, broken_tool_schema, drop_tool:policy.check_refund, force_expensive_model, inject_latency:shop.get_order.

RCA with metrics, logs, and deploys.

Incident & SRE agents →