Responsible AI & backend systems
Trailhead Customer Support API
How can a support assistant help without inventing policy or business authority?
Completed · Tested · 2026
Context
It demonstrates how model-driven conversation can stay bounded by tested authorization, business rules, citations, and clear production-safety limits.
Design problem
How can a support assistant help without inventing policy or business authority?
Approach
Keep conversation and tool selection in the model while Python owns authorization, calculations, policy retrieval, and escalation rules.
Validation
Tests mock Claude; CI runs the test suite and Ruff. Responses expose citations, tool use, and escalation decisions.
Result
Structured support responses distinguish a requested action from a completed action and expose supporting sources.
Limitations
Read-only fictional business demo. Customer email is a demo authentication stand-in; no refund or cancellation is actually performed.
What I would improve next
Production use would require signed identity, permission checks, idempotency, audit logs, and explicit action-success responses.
My role
System architecture, backend implementation, policy grounding, and validation
Repository & documentation
Documentation checked Sep 3, 2026. The summaries describe the repository’s validation approach; they do not claim new hardware or deployment results.