● Demo 03 · Support with guardrails
Answers only from your
own documentation.
The draft is constrained to the knowledge base below. If the answer is not in there, or the customer is upset, the reply is withheld and the case is escalated with a reason — instead of an invented policy and an angry follow-up.
Pipeline
ground → draft → verify citation → route
0 / 4000
What it actually does
- Grounds the answer. The model must cite which knowledge-base section it used. A citation that does not match a real section is not accepted.
- Enforces the rule in code. If no section is cited, the drafted answer is discarded by the pipeline — not by the model's own good behaviour.
- Escalates on emotion. A frustrated customer is routed to a human even when a correct answer exists.
- Shows its reasoning trail. You can see which section was used, at what confidence, and why a case was escalated.
Limits of this demo
- No message is sent anywhere. A live build posts the reply to Zendesk, Intercom or Gmail.
- The knowledge base is plain text pasted in. Production reads from Notion, a help centre or a vector store.
- Confidence is the model's own estimate and is shown for context only — the citation check is what actually gates the answer.
How many tickets a month repeat themselves?
If it is more than a few hundred, this pays for itself quickly.