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AI agents & assistantsCapability

AI Support Agent With Order Lookup, Handoff, Evals and Injection Guard

I build support workflows that look up authorised order details, answer from approved sources and hand the conversation to a person when needed.

For
Stores and subscription businesses with a support team
Checked

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The situation AI agents & assistants
Your support team keeps answering questions that need both a policy and an order check.

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Describe my task

How I solve it

What I build

I build a support workflow with approved knowledge, a narrow order lookup and a human handoff. I make the AI role visible at the start of the conversation. Order access is checked by the backend, independently of what the model asks for. I start with drafts reviewed by your team, then agree which answers can be sent automatically after the trial.

The process

How it works

6 steps. Scope and a fixed price are agreed before the first one.

  1. Agree the supported questions, approved policy sources and actions reserved for people.

  2. Connect a read-only lookup that returns only the fields needed for an authorised customer's question.

  3. Keep customer messages and retrieved documents as untrusted input. They cannot expand the tool list or change permissions.

  4. Draft an answer with its source. Missing evidence, disputed orders and requests for a person enter the handoff queue.

  5. Test normal questions, ambiguous requests, data-access failures and prompt-injection attempts on synthetic conversations.

  6. Run a supervised trial and review failures before enabling any agreed automatic replies.

Handover

What you get

  • A defined list of questions the agent may answer and tools it may call.
  • A support handoff containing the conversation and unresolved issue.
  • An evaluation report showing passing scenarios and remaining failures.
  • A runbook for disabling automatic replies and reviewing incidents.

Built with

  • A message adapter
  • an approved knowledge store
  • a read-only order connector
  • backend identity and access checks
  • a model adapter
  • a handoff queue
  • redacted audit logs
  • a repeatable evaluation set

Proof

Done before, with dates and numbers

Capability Work I do; the proof below is from related projects.

Before → after

The intended change is from manual order checks and disconnected chatbot answers to a traceable answer or a queued handoff. My related work covers assistant fallback, evidence checks and internal message intake. It does not establish a delivered support agent with this full workflow, and I claim no resolution rate or saving here.

What you can look at

Proposed acceptance artefact: a synthetic conversation showing an authorised lookup, a denied lookup, an injected instruction and a human handoff, with the tool decisions alongside it. This artefact is part of the proposed build; it is not a completed support-agent demo.

This is a proposed capability based on related assistant, audit and internal intake work. It is not a claim of a delivered customer-support agent. Internal messaging pilots do not establish live automated sending.

Price and timeline

What it costs and how it runs

I scope this as a Custom Engineering Project and quote in USD in writing. Access checks, the evaluation set and the supervised trial are part of the scope. The order system and the questions you want to automate determine the timeline.

QuoteFixed before work starts

Price
Custom Engineering Project, scoped and quoted in USD in writing after we agree the lookup permissions and handoff rules. Discussing the task is free.
Timeline
Scope and timeline agreed in writing after checking the order system and support workflow. A supervised trial comes before customer-facing automation.
First step
Describe the task. I reply within one working day, free, and tell you which option fits — or that you can fix it yourself.
Describe a task like this

A note from Daniilbefore you decide

When you don’t need this

If your helpdesk already handles these lookups and handoffs reliably, use its existing workflow. If the support volume is small, a clear help page and a shared inbox may be enough. I would settle the policy and escalation rules before adding an agent.

— Daniil

Questions

What people ask about this

Can a customer ask for someone else's order?

The model does not decide access. The lookup service checks identity and order permissions before returning a limited result. A failed check goes to a person.

Can it issue a refund?

Refunds and account changes stay with the support team in the initial scope. An answer or a draft is not permission to change an order.

Does the injection guard make it impossible to trick the model?

No. I test hostile messages and retrieved text, restrict the available tools and enforce permissions outside the model. The tests and remaining failures are part of acceptance.

What happens when it cannot answer?

It hands over the conversation, the sources it found and the unresolved question. The customer can also ask for a person directly.

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Daniil Maximkin

Hi, I’m Daniil.

I work with you from defining the problem to implementation and handover. You talk to the person who does the work. I work in English and Russian.

My story My work

Have a task like this?

Describe your task

The first answer is free, within one working day. Or write directly: next@taskfordaniel.com