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Northwind Cloud, demo project
Build a support agent that answers billing questions from our help center and escalates when it is not sure.
First build, v1. Preview is now on v14.
Built in 6m 31s for $1.46, inside the $1.20 to $2.00 estimate.
Northwind Helpline is ready. 7 conversations are waiting on a human, and 18 are still open.
The customer asked “When will my credit be applied?” and the app passed it to a person instead of answering.
Intake Read the question and set the topic to billing credits.
Retrieval Found one help article, "When credits are applied".
Answer Drafted a reply saying the credit applies at the start of your next billing cycle.
Grounding Checker The source says "at the next billing cycle". "At the start of" is not supported, so the answer was not grounded.
Escalation Router Escalated to a human, which is the safe behavior.
The help article says
Account credits apply at the next billing cycle.
The agent wrote
Your credit will be applied at the start ofNot in source your next billing cycle.
Those words are not in the article, so the Grounding Checker refused the answer and passed the question to a person. That is the safe behavior, and it is why the customer waited.
Keep answers as close to the source as possible
Answer agent
Moving toward Precise
Answer now
Your credit will be applied at the start ofNot in source your next billing cycle.
Answer after the fix
Your credit will be applied at the next billing cycle.
Intake
topic: billing.credits urgency: normal
Retrieval (match 0.91)
match: 0.91 source: "Account credits apply at the next billing cycle."
Answer
draft: "Your credit will be applied at the start of your next billing cycle."
Grounding Checker
grounded: false reason: unsupported_detail
Escalation Router
queue: billing reason: unsupported_detail
The change
temperature: 0.4 -> 0.2 + Answer only with wording supported by the source article.