Case Study: Design a Customer-Support Assistant

A full AI-engineering interview answer for an LLM support assistant that answers from a help centre, looks up accounts, takes actions and hands off to humans

Model interview answer for designing an LLM customer-support assistant: requirements and non-goals, workflow-vs-agent decision, tenant-safe RAG over a help centre, tool calls for account lookups and refunds with confirmation, conversation state, escalation and the 'I don't know' path, layered guardrails, offline and online evaluation, cost and latency numbers with levers, and a rollout plan.

Practice questions (5)

• Answer-Only or Action-Taking? Scoping the Assistant

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• Designing the Refund Tool Safely

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• Cost and Latency Model for the Support Assistant

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• An Evaluation Plan Leadership Will Trust

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• Debugging a Confident Wrong Answer

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Quizzes (1)