Anthropic
Sierra
OpenAIBased on real interviews
Design an enterprise customer-support agent
Plan a support agent that retrieves internal knowledge and can take actions on customer accounts.
Unlock with Full AccessThe challenge
A B2B software customer wants an agent that can answer support questions and act on accounts. It has thousands of internal documents and tools for refunds, password resets, subscription changes and escalation to a person.
Design for conversations that can span hours while individual turns must remain responsive. Your memo needs to explain how state, retrieval and tool controls work together, and what the team can responsibly ship within the 90-day launch window.
What you'll practise
Conversation and retrieval design
Manage state and relevant knowledge across support exchanges of different lengths.
Account-action controls
Define how the agent is permitted to use tools that affect customer accounts.
Launch judgement
Balance the deadline against evaluation results, latency and foreseeable failures.
Explain how the agent works and the evidence needed before customers use it.