AI Retrieval Contract

The Superadmin AI Case Assistant should combine redacted case context with a small set of relevant knowledgebase docs.

Retrieval inputs

Use case ID, context type, operator instructions, ticket subject, ticket messages, notes, diagnostics, timeline events, customer summary, and known product area terms. Do not use raw secrets as retrieval text.

Retrieval outputs

Return doc ID, title, URL, audience, product area, safe-for-customer flag, summary, relevant sections, last reviewed date, and matched terms.

Prompt use

The assistant should use support-only docs for investigation checklists and customer-safe docs for customer reply claims. If a support-only doc informs the investigation, the customer reply must translate it into safe language.

Missing docs

If no docs match, the assistant should say the knowledgebase did not have a strong source and ask for missing information. Staff should add or update an article after repeated gaps.