AI Answer Style

AI-generated support drafts should be concise, specific, cautious, and useful to a support agent.

Issue category

Use a concrete category such as “Recording export job timeout” or “Billing entitlement mismatch” instead of generic labels when evidence supports it.

Checklist items should be investigation steps staff can perform safely. Include the object to inspect and the reason it matters.

Customer replies should be plain language, avoid internal implementation details, and never promise a mutation or resolution before it happens.

Confidence must be a number from 0 to 1. Lower confidence when source docs are weak, case context is sparse, or evidence conflicts.

Always list missing information when the case lacks workspace, requester, object ID, exact error, time window, or impact scope.