Retail Customer Service

Retail support runs on speed, and an assistant that drafts replies makes speed cheap. The same assistant sits beside order history, contact details and stored payment tokens. The boundary around that convenience is what the starter draws. The checks aim at the prompt an agent builds in a hurry, and at the draft that comes back.

This starter fits a contact center where an assistant drafts what an agent sends. The agent holds real access to order history, so the prompt often carries more than the question needs. A pasted order record can drag contact details and a payment token into the model call. The sequence of checks is arranged to catch that habit rather than to police the caller.

Redaction masks payment and card token patterns inside the prompt, no matter who pasted the text. The block list is stricter and refuses the whole request. It stops a bulk customer export, a private key and a gift card pin. That third term earns its place on a refund call, where a caller may push an agent to read a stored code aloud. The agent gets a refusal and returns to the approved refund process.

Draft replies face a quality gate before they reach the agent. Each draft needs 120 characters and two sentences at minimum. The gate also needs a combined score of 0.78, an accuracy score of 0.80 and a relevance score of 0.78, weighted evenly. A draft below any floor is blocked, so the agent writes the reply instead of sending a weak one.

One limit deserves attention in a live queue. Quality scoring does not run against streamed output, so a streamed draft arrives unscored. Turn streaming off in the agent tool when that score is what you rely on. Keyword safety screening applies the built-in list, because no terms were added to it.

Audit marking records that policy ran and never stops a request. Where those records live, and how long they stay, is a separate decision. Identity sits outside this starter, which adds no role check of its own. Refund authority, identity proofing and fraud review keep their existing controls. Choose the E-commerce starter when shoppers serve themselves and no agent writes the reply.