Support Assistant inference

Design the workflow before choosing a model

Separate account lookups, policy retrieval, response drafting, and escalation. Keep authenticated account operations behind scoped tools; the model should not infer account permissions from conversation text.

Define a representative input and an explicit acceptance criterion. Keep model and prompt versions with the result so quality changes can be investigated.

Evaluate outcomes and failure modes

Measure resolution accuracy, policy adherence, escalation recall, and time to resolution.

Include incomplete tickets, conflicting help articles, angry customers, and requests outside the agent’s permissions. Grade answers against the policy version used in the test.

Compare candidate routes on the same held-out examples. Report how many examples were evaluated and inspect failures rather than relying on a single average score.

Roll out with a measurable cost baseline

Start with drafts for a human support representative. Permit automatic responses only for narrowly defined intents that meet the acceptance criteria.

Calculate cost per accepted outcome using input and output tokens, retrieval or tool fees, retries, and review effort. A lower token price is useful only if the total workflow still meets its requirements.

o10 can provide model routing for the inference steps. Your application remains responsible for workflow permissions, tool behavior, and deciding whether the final result is acceptable.