Module 11 · Projects

Support triage that knows when to escalate

One support agent built end to end: grounded answers from a knowledge base, an escalation contract with a handoff payload worth receiving, and a persona driven harness that fails the agent for escalating too early and for refusing too long.

4 lessons · 3 graded exercises·5 hours·advanced·Prerequisite: Multi-agent systems and production

The escalation contract

25 min

Evaluation metrics for support agents, trade-offs between deflection and resolution, and operational specifications for escalation boundaries.

Grounded answers and the scope boundary

60 min · exercise

Retrieve context before prompting, verify returned citation identifiers against retrieved documents, and distinguish between out-of-scope queries and ungrounded responses.

When to hand over

55 min · exercise

Enforce a single pushback policy before escalation, retain recent topic context during redirection, and assemble structured handoff payloads for human operators.

Grading the behaviour, not the answer

60 min · exercise

Evaluate conversational transcripts against behavioral rubric predicates across difficult customer personas to catch premature escalation and refusal loops in CI.