Fanatics Architecture: Making Escalation Core to Agent Design
krishnan · x · 2026-08-23
Fanatics Betting and Gaming detailed its agent architecture built to handle high-volume support spikes (40+ inquiries/2 min) during major sporting events, distinguishing between routine queries and responsible gambling risks.
Architecture Breakdown:
- Supervisor Agent: Routes work to specialized components.
- Claude: Handles orchestration.
- Nova 2 Lite: Classifies responsible-gaming risk.
- Titan V2: Powers retrieval.
- MCP Services: Expose account and transaction data.
- State-specific searches: Account for different regulations.
The design treats escalation to humans as a product feature, not a failure. This approach improved containment by 56% and boosted resolution rates.
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