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PRD: AI First-Response Drafting and Ticket Routing

Status: Proposed Product: Ledgerly Support Audience: Engineering, ML, and Support Operations leads

1. Summary

Ledgerly receives about 9,000 support tickets per week. Tickets are handled by 42 agents across Billing, Technical, Account access, and General. Average first response time is seven hours, against a target of under two hours. About 60% of tickets receive one of roughly 40 saved replies.

This feature will recommend a queue and prepare a first-response draft when a new ticket arrives. An agent must review and approve every draft before it is sent. The feature is intended to reduce time spent triaging and composing routine responses, while leaving decisions and customer communication under agent control. It must never send a response autonomously or make a refund commitment on Ledgerly’s behalf.

2. Goals and non-goals

Goals - Reduce median time from ticket creation to first response, with an operational goal of under two hours. - Reduce agent effort on routine first responses by using appropriate saved replies and ticket-specific details. - Route tickets to the best-fit queue, while making uncertain recommendations visible and easy to correct. - Preserve agent review and control over every customer-facing response.

Non-goals - Automatically send, resolve, or close tickets. - Decide refund eligibility, promise a refund, or commit to refund timing. - Draft replies to later messages in an existing conversation in the initial release. - Replace queue ownership, escalation policies, or agents’ judgment.

3. Users and workflow

The primary user is a support agent reviewing new tickets in their assigned queue. Support Operations owns queue definitions, saved replies, and handling guidance. ML and Engineering own model quality, serving, integrations, and monitoring.

For each new ticket, the system will: 1. Read the ticket’s permitted content and available support context. 2. Recommend one of the four queues, with a confidence indicator and brief reason. 3. Generate a first-response draft, preferentially based on a relevant approved saved reply where appropriate. 4. Display the recommendation and draft in the agent workflow. 5. Let the agent edit, discard, or approve. Approval sends the response through the existing support system; no response is sent before approval.¹ 6. Record the final queue, draft disposition, edits, and outcome for evaluation.

Agents may change the queue before or after reviewing the draft. A draft must remain clearly marked as AI-generated until approved.

4. Functional requirements

Routing

• Classify each ticket as Billing, Technical, Account access, or General.
• Show the recommended queue, confidence, and a short explanation grounded in ticket content.
• Allow agents to override the recommendation; the override becomes an evaluation signal, not an automatic training label.
• Route low-confidence or ambiguous cases to General and flag them for review. Support Operations must set and approve the launch confidence threshold using offline and pilot results.
• Do not infer urgency or bypass existing escalation rules in the initial release.

Drafting

• Generate a concise, relevant first response based on the ticket and approved support materials available to the system.
• Use a saved reply when it fits, adapting only with verified ticket details. Do not fabricate account status, actions taken, policy, or resolution.
• When information is insufficient, ask a clear clarifying question or provide a safe acknowledgement rather than guessing.
• Support agents can edit, discard, or approve the draft. No draft may be sent without an explicit agent action.
• If the request concerns a refund, the draft must not promise, confirm, or imply a refund or refund timing. It should use approved noncommittal wording and leave eligibility and timing to an agent. Refund-related tickets should be visibly flagged for agent attention.

5. Data, model, and system requirements

Ledgerly has two years of resolved tickets and agent replies. ML should assess data coverage and quality before training: queue labels, duplicate or reopened cases, outdated answers, agent-specific wording, and tickets whose resolution depended on account information unavailable at ticket creation. Historical agent replies are examples, not policy; approved saved replies and current support guidance take precedence.

Create a time-based training, validation, and test split to reduce leakage from repeated tickets or changing policies. Evaluate routing and draft quality separately, including by queue, ticket type, and relevant risk category. Do not train on post-response information when evaluating first-response behavior. Remove or protect unnecessary sensitive data, and use only the customer and account context needed for support.

The serving path must retrieve only context the agent is authorized to see. Engineering must confirm integration points with the ticketing system, queue assignment, saved replies, and send/approval controls before implementation. Log model/version, recommendation, confidence, draft, agent edits, approval or discard, final queue, and response timestamps, subject to Ledgerly’s retention and access policies. Restrict access to these logs and avoid storing secrets or unnecessary personal data in model prompts.

6. Quality, safety, and success measures

Establish a pre-launch baseline and report weekly: - Median and 90th-percentile time to first response; proportion answered within two hours. - Queue recommendation accuracy and agent override rate, overall and by queue. - Draft approval rate, edit rate, discard rate, and time from ticket opening to send. - Agent-rated usefulness and sampled quality review results. - Refund-policy violations, fabricated claims, and other serious customer-impacting errors.

Suggested launch gates, to be confirmed by Support Operations and Legal: routing performance must be no worse than the current human baseline on the held-out set; pilot draft samples must meet an agreed quality rubric; and no refund commitment may appear in an approved draft during safety testing. Any refund commitment, unauthorized send, or material fabricated claim triggers immediate disablement of the affected capability and incident review. Do not optimize approval rate alone: agents must be able to reject drafts without penalty.

7. Rollout and operations

1. Discovery and offline evaluation: Validate data, current queue definitions, approved saved replies, policy ownership, and integration feasibility. Build a labeled test set reviewed by Support Operations, with explicit refund and other high-risk examples.
2. Shadow mode: Run recommendations without showing or applying them. Compare predicted queues and drafts with agent outcomes; inspect errors and subgroup performance.
3. Limited pilot: Enable the workflow for a small, representative group of agents and ticket types. Keep agent approval mandatory. Support Operations reviews a daily sample and gathers structured agent feedback.
4. Expansion: Expand to all 42 agents only after launch gates are met and Legal and Support Operations approve. Roll back by disabling drafting or routing independently if either degrades.

Support Operations owns the queue taxonomy, approved reply content, quality rubric, and agent training. ML owns evaluation, thresholds, drift monitoring, and model updates. Engineering owns access controls, reliable delivery, audit logs, feature flags, and rollback. A named on-call owner must be assigned before pilot launch. Review quality and performance weekly during rollout and after material model, policy, or saved-reply changes. Re-evaluate against a fresh sample regularly; do not promote agent edits to training data without review and policy checks.

8. Open decisions before build

Confirm the ticketing platform and integration surfaces; which customer/account fields are available at ticket creation; the authoritative source for current support policy; Legal’s approved refund language and review process; the minimum acceptable routing and draft-quality thresholds; and the retention period for prompts, drafts, and audit logs. These decisions are launch prerequisites, not reasons to relax agent approval or refund safeguards.

Product Requirements Document (PRD): AI-Powered Ticket Triage and Response Draft Generation ("AutoDraft & Route")

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1. Document Overview

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2. Background & Problem Statement

2.1 Current State & Metrics

Ledgerly is a premier accounting software platform designed specifically for small businesses. As our customer base scales, our support infrastructure is facing severe volume pressures: * Support Team Size: 42 agents distributed across four specialized queues: Billing, Technical, Account Access, and General. * Ticket Volume: ~9,000 incoming tickets per week, with 38% (~3,420 tickets/week) falling into the Billing queue. * First Response Time (FRT): Current average is 7 hours, severely lagging behind our target of under 2 hours. * Repetitive Workflows: Approximately 60% of all incoming tickets are resolved using one of roughly 40 standard saved replies (e.g., password resets, invoice retrieval, subscription tier changes).

2.2 The Opportunity

We possess two years of historical resolved tickets, including full conversation histories and agent replies. This corpus serves as a robust training and evaluation dataset for an ML-driven system that can: 1. Accurately classify and route incoming tickets to the correct queue. 2. Automatically draft context-aware first responses using our proven saved replies and historical resolutions.

2.3 Core Constraint (Legal Compliance)

• Zero Automated Sending: Legal has mandated a strict human-in-the-loop requirement. The AI system must never autonomously send messages to customers.
• Financial Safety: The model is strictly prohibited from making automated commitments regarding refunds, credits, or billing adjustments without explicit human review and approval.

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3. Goals and Success Metrics (KPIs)

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4. User Personas & Workflows

4.1 Support Agent

• Role: Resolves customer queries, reviews AI drafts, edits when necessary, approves responses, and handles complex escalations.
• Workflow: Opens the ticketing dashboard, sees incoming tickets pre-sorted into their designated queue with an AI-generated draft response attached. The agent reviews the draft, clicks "Approve & Send" or modifies the text, ensuring zero financial compliance risk.

4.2 Support Operations Lead

• Role: Manages queue health, tracks SLAs, audits agent performance, and maintains the library of saved replies and routing rules.
• Workflow: Monitors routing precision dashboards, updates macro/saved reply templates, and analyzes draft acceptance/rejection feedback loops to refine prompts.

4.3 Engineering & ML Leads

• Role: Build, deploy, scale, and monitor the inference pipeline, classification models, LLM orchestration, and UI integration.

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5. Functional Requirements

5.1 Automated Ticket Routing (Triage Engine)

• Queue Classification: Upon ticket ingestion, the ML classification service must categorize incoming text into one of four queues: `Billing`, `Technical`, `Account Access`, or `General`.
• Confidence Thresholds:
• Confidence $\ge$ 85%: Automatically assign the ticket to the predicted queue.
• Confidence < 85%: Route the ticket to a "Triage Review" sub-queue or default General queue with a visual tag flagging low classification confidence.
• Metadata Tagging: Tag tickets with sub-intent labels (e.g., `Billing: Refund Request`, `Technical: Bank Sync Failure`) to assist the response generation engine.

5.2 Response Draft Generation

• Context Window & Retrieval: The generation engine must leverage the incoming user query, customer account metadata (plan tier, active status), and relevant historical examples from the 2-year resolved ticket dataset (via RAG / vector search).
• Saved Reply Integration: The model must prioritize mapping inquiries to Ledgerly's 40 core saved replies where applicable, maintaining brand voice, accuracy, and tone consistency.
• Draft Status: Every generated response must be marked with a distinct internal status: `Draft - Pending Agent Review`. It must remain locked from customer view until explicit human sign-off.

5.3 Agent Workspace UI/UX Integration

• Side-by-Side Review: The agent UI must display the incoming customer message alongside the AI-generated draft in a clear, editable text box.
• Action Controls:
• [Approve & Send]: Immediately transmits the draft to the customer and logs the interaction.
• [Edit & Send]: Allows agents to modify text inline before sending. Edits must be logged for ML fine-tuning feedback loops.
• [Discard & Rewrite]: Clears the draft if the AI misunderstood the prompt.
• Visual Safety Badges: Clear UI warnings must appear on any ticket flagged as containing billing or refund keywords, reminding agents of compliance protocols.

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6. Non-Functional & Safety Requirements

6.1 Legal & Financial Guardrails (Critical)

• No Auto-Dispatch: Zero API endpoints or automation rules are permitted to transition a draft state to `Sent` without a cryptographic token or database action originating from an authenticated human agent session.
• Refund Keyword Interceptor: A deterministic rule-based filter must scan all generated drafts for high-risk financial terminology (`refund`, `credit`, `waiver`, `chargeback`). If detected, the UI must highlight the section in amber and require a secondary manual checkbox confirmation from the agent before sending.

6.2 Performance & Latency

• Inference Latency: End-to-end classification and draft generation must complete within < 3.0 seconds of ticket ingestion via webhook, ensuring drafts are ready before an agent opens the ticket.
• Availability: 99.9% uptime SLA for the ML inference and routing service.

6.3 Data Privacy & Security

• PII Redaction: Customer tax IDs, banking credentials, and sensitive financial figures must be handled in compliance with GDPR, CCPA, and Ledgerly security policies. Training data pipelines must scrub extraneous PII prior to embedding generation.

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7. Data, ML, & Training Strategy

7.1 Dataset Utilization

• Corpus: 2 years of historical resolved tickets (approx. 900,000+ interaction pairs across 42 agents).
• Data Splitting: 80% training/fine-tuning, 10% validation, 10% held-out test set reflecting recent seasonal billing spikes.

7.2 Model Architecture & Approach

• Classification: Fine-tuned encoder model (e.g., BERT/DeBERTa variant) for multi-class queue routing and intent tagging.
• Generation: Instruction-tuned LLM accessed via secure API or private VPC deployment, augmented with a vector database (RAG) containing the 40 approved saved replies and top-performing historical resolutions.
• Feedback Loop: Log all agent edits (diffs) and rejections to construct a weekly RLHF (Reinforcement Learning from Human Feedback) or supervised fine-tuning dataset to reduce hallucination rates.

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8. High-Level Architecture & Data Flow

``` [Customer Email / Web Form] │ ▼ [Ingestion Service / Webhook] │ ├──► [ML Classification Engine] ──► Assigns Queue & Sub-intent │ └──► [RAG Vector DB (Saved Replies & History)] │ ▼ [LLM Draft Generation Service] ──► Generates Initial Response Text │ ▼ (Strictly Locked: Status = Pending Review) [Support Ticketing Database] │ ▼ [Agent UI Dashboard] ◄─── Human Agent Reviews, Edits, & Approves │ ▼ (Explicit Human Action) [Customer Dispatch API] ```

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9. Phased Rollout Plan

• Phase 1: Shadow Mode (Weeks 1–4)
• Deploy classification and draft generation in the background.
• Log routing accuracy and draft quality without surfacing drafts to agents. Establish baseline ML accuracy metrics.
• Phase 2: Internal Pilot / Beta (Weeks 5–8)
• Roll out the UI feature to a pilot group of 5 senior Billing agents.
• Measure acceptance rates, time saved, and friction points. Refine prompt engineering and guardrails.
• Phase 3: General Availability Across All Queues (Weeks 9–12)²
• Roll out to all 42 agents across Billing, Technical, Account Access, and General queues.
• Establish continuous monitoring dashboards for Support Ops and Engineering leads.

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10. Open Questions & Risks

1. Edge Cases in Billing: How should the model handle complex multi-invoice dispute threads where historical context spans multiple months? (Mitigation: Surface the last 3 ticket summaries alongside the draft).
2. Agent Adoption: Will agents trust the AI drafts, or will they rewrite them from scratch? (Mitigation: Emphasize time savings during training and incorporate agent feedback buttons).