# AI Support Desk — planning brief

Status: planned product; software not released. Version 1.0, 2026-09-29.

Useful answers are scattered across product documentation, internal notes and previous conversations. A generic chatbot can sound confident while using the wrong source.

## First workflow

A support agent asks a question, sees a draft answer with source passages, checks access permissions and approves the response. When evidence is missing, the system routes the question to a person.

## Proposed first release

- [ ] One approved document collection with upload, indexing and deletion
- [ ] Source-linked answers and an explicit insufficient-evidence state
- [ ] Workspace access checks and a support-agent review screen
- [ ] A small evaluation set, feedback capture and a human handoff

## Extension points

- [ ] Replace the document connector without rewriting the answer interface
- [ ] Add a help-desk adapter after the internal assistant works
- [ ] Configure retrieval, prompts and escalation rules per workspace

## Acceptance checks

- [ ] A user cannot retrieve another workspace’s documents
- [ ] Answers cite passages that support the response; missing evidence triggers handoff
- [ ] Deleting a source removes it from subsequent retrieval
- [ ] An agent can review and correct a draft before it is sent

## Boundaries

Autonomous customer replies, unrestricted web browsing and claims of perfect answer accuracy are outside the initial scope.

## Decisions to fill in

- Business owner:
- Intended users:
- Data sources and retention:
- Existing systems:
- Integrations:
- First release exclusions:
- Deployment owner:
- Acceptance owner and evidence:

## Reuse

You may copy and adapt this planning document for your own or client projects. It contains no software license or promise of implementation.

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