Project Handoff — Support Triage Agent

System Summary

Agent typeOrchestrator-Workers (Tier 2)

Specialist workers3 (Classifier, Resolver, Escalator)

Memory strategyExternal KV (Redis) + session context

Avg latency (p50)1.8s end-to-end

HITL checkpointEscalation > severity 2

DeploymentAWS Lambda + SQS queue

Ownership

ML lead@sarah (AI Platform)

Infra@ops-team

Product@cx-product

On-call rotation#support-agent-oncall

RunbookNotion: Support Agent Runbook

Incident channel#incidents-support-agent

Architecture Decisions (ADRs)

ADR-01 — Orchestrator-Workers over ReAct

Chose Orchestrator-Workers because fault isolation between Classifier and Resolver workers is required — a hallucination in classification must not corrupt resolution context. ReAct's single-context loop made rollback on classification error difficult.

Decision date: 2026-04-12 · Status: Accepted

ADR-02 — External KV for ticket context

In-context storage was insufficient for sessions spanning >30 tool calls. Redis KV with 4h TTL provides session continuity across Lambda cold starts without unbounded context growth.

Decision date: 2026-04-19 · Status: Accepted

ADR-03 — Severity 2+ HITL gate

All escalations flagged severity ≥ 2 are routed to a human reviewer before the Escalator worker sends an external response. Fully automated responses are gated to severity 0-1 (informational / FAQ) only.

Decision date: 2026-05-01 · Status: Accepted

Open Risks

MEDIUM

Classifier worker: prompt injection via ticket body

Ticket bodies are passed directly to Classifier context. A crafted ticket could attempt to override classification instructions. Mitigation: input sanitization + constrained output schema. Sprint 14 target for full sandboxing.

Artifact Index

◈ architecture-review.html — System design, tier decision, handoff contracts
◈ eval-scorecard.html — 5-layer testing coverage, slice metrics, promotion gate
◈ rollout-readiness.html — Serving mode, canary status, rollback plan
◈ opportunity-framing.html — Original process-fit assessment, build/don't-build verdict