Generate Customer-Support Instructions from Company Policies

Design a RAG system that helps customer-support personnel resolve user issues. It reads company policies and produces step-by-step instructions for the support agent to follow.

Constraints & Assumptions

• The output is an evidence-grounded procedure for a human support agent, not autonomous execution of account changes.
• Policies can have versions, effective dates, and applicability conditions. Clarify which issue context is available and which facts the support agent must confirm.
• Steps must not invent permissions, exceptions, or remedies absent from the applicable policies.
• Include data, retrieval, model behavior, evaluation, and online debugging. No scale, model vendor, or latency SLA is specified.

Clarifying Questions to Ask

• Which issue types are supported, and how are conflicting policies prioritized?
• Are policies restricted by region, product, account type, or support role?
• Should the assistant ask for missing facts before producing an executable procedure?
• What is the escalation path when evidence is missing, conflicting, or outdated?

Part 1 — Policy ingestion and retrieval

Design policy storage, chunking, metadata, and retrieval for the issue being handled.

What This Part Should Cover

• Version/effective-date metadata, access controls, and preservation of procedural context.
• Retrieval of prerequisites, exceptions, and related rules, not only a superficially similar paragraph.
• Handling of changed, deleted, or conflicting policy sources.

Part 2 — Step-by-step generation

Define how retrieved evidence becomes an ordered support procedure with references and uncertainty handling.

What This Part Should Cover

• Applicability checks and required customer facts before taking a step.
• Ordering, branching conditions, citations, and explicit escalation when unsupported.
• A boundary between untrusted policy text, model instructions, and authorized human actions.

Part 3 — Evaluation and debugging

Explain how to test the system and diagnose an incorrect instruction sequence in production.

What This Part Should Cover

• Retrieval coverage and procedural correctness, including missing prerequisites and invalid exceptions.
• Test cases involving stale policies, conflicting clauses, missing context, and no supported answer.
• Traceability from each generated step to retrieved versions and the decision path.