AI customer-support agent

What this template is

Pattern: conversational response drafter with Art. 50 disclosure baked into the system prompt (the spec hash binds the disclosure language to every L12 entry — if you change it, the chain shows the change). Reviewer-gate on schema-violation handles sensitive-topic outputs (legal advice requests, refund disputes); deterministic fallback hands the conversation to a human agent rather than emit a wrong answer.

import { RuntimeAISpec } from '@promethean/runtime-ai';

export const aiSupportAgentSpec: RuntimeAISpec = {
  specId: 'ai-support-agent-v1',
  displayName: 'AI customer-support agent',
  description:
    'Conversational drafter with AI Act Art. 50 disclosure + reviewer-gate.',
  category: 'drafter',
  schemaVersion: 'promethean-runtime-ai-spec-1.0',
  canonicalForm: 'v1',

  inputSchema: {
    fields: [
      { name: 'conversationId', type: 'string', required: true,
        redaction: 'hash-only' },
      { name: 'turnIndex', type: 'number', required: true,
        min: 0, max: 100 },
      { name: 'customerMessage', type: 'string', required: true,
        maxLength: 4000, redaction: 'hash-only' },
      { name: 'priorTurnsSummary', type: 'string', required: false,
        maxLength: 1000, redaction: 'hash-only' },
      { name: 'productAreaTag', type: 'enum', required: true,
        enumValues: [
          'billing', 'shipping', 'returns', 'product-info', 'account', 'other',
        ] },
    ],
  },

  outputSchema: {
    fields: [
      { name: 'replyText', type: 'string', required: true,
        maxLength: 1200 },
      { name: 'topicFlags', type: 'string-list', required: false,
        maxItems: 5, maxLength: 32 },
      { name: 'handoffSuggested', type: 'boolean', required: true },
      { name: 'confidence', type: 'number', required: true,
        min: 0, max: 1 },
    ],
  },

  promptTemplate: {
    // AI Act Art. 50 disclosure baked into the system prompt.
    // The spec hash commits this disclosure language to every entry.
    system:
      'You are an AI customer-support assistant. ' +
      'On turn 0, you MUST disclose you are an AI: ' +
      '"Hi! I\'m an AI assistant. A human teammate is available if you need one — just ask."  ' +
      'Set handoffSuggested=true if the message involves: ' +
      'legal-advice request, refund dispute, account-closure, ' +
      'safety / harm topics, or anything outside the supported product areas.',
    user:
      'Conversation {{conversationId}} turn {{turnIndex}} ({{productAreaTag}}). ' +
      'Customer: {{customerMessage}}. ' +
      'Prior turns summary: {{priorTurnsSummary}}.',
  },

  modelIdentity: {
    provider: 'anthropic',
    model: 'claude-sonnet-4-5',
    version: '20250929',
  },

  reviewerGate: 'on-schema-violation',
  maxLatencyMs: 3000,
  fallbackBehavior: 'deterministic-default',
  deterministicDefault: {
    replyText:
      'Thanks for reaching out — let me connect you with a teammate who can help.',
    handoffSuggested: true,
    confidence: 0,
  },
};

Regulations addressed

This template's configuration choices map to specific regulatory obligations. The substrate doesn't certify compliance — but the spec hash + reviewer-verdict + modelIdentity per L12 entry give you the evidence layer for these citations:

• ·EU AI Act Art. 50 — transparency to users
• ·GDPR Art. 22 — refund / eligibility decisions
• ·Consumer Protection Cooperation Regulation 2017/2394

See citations index for official source URLs →