Customer Service Agent Verifies Before Drafting
hermanschutte · x · 2026-07-17
The author explains that the system's most critical rule is: do not include any information in drafts that cannot be verified at runtime. Without this constraint, an LLM is prone to hallucinating non-existent features.
The system first categorizes every conversation into three types:
- urgent: Urgent issues
- prospect: Potential customers
- noise: Noise/irrelevant info
It then verifies the details accordingly:
- Bug reports are cross-referenced with actual production errors and real code
- Operational and usage questions are checked against documentation
Related event: Customer Service Agents Prevent Hallucinations via Draft Reviews and MCP(4 posts)→
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