MVP

Start with an autonomous triage loop. Duckie should receive a ticket, attach customer context, classify intent and urgency, apply allowed tags or attributes, route high-confidence tickets, and send only required exceptions to an internal handoff channel. This proves the system without starting with every escalation, reporting, and improvement loop at once.

The MVP is one intake record, one context bundle, one classifier output, one deterministic routing workflow, and one exception path for cases that should not be handled automatically.

MVP Goal

By the end of the MVP, Duckie should reliably answer:

What did the customer ask for?
Which customer, account, product, and prior-ticket context matters?
What intent, product area, urgency, sentiment, and route should be applied?
Is the classification confident enough for autonomous routing?
Which tags, attributes, queue, priority, or owner should be written?
Which cases require a human handoff because policy, risk, or confidence requires it?

Minimal Flow

Build First

Piece	What to build	Done when
Intake deployment	Trigger from helpdesk, inbox, chat, email, or webhook.	Duckie receives new tickets and stores the source ticket link.
Context enrichment	Fetch CRM, subscription, product, order, incident, and prior-ticket context.	Classifications use internal context instead of asking the customer for known information.
Triage classifier	Return intent, product area, urgency, sentiment, missing information, recommended route, and confidence.	The classifier produces structured output that the routing workflow can validate.
Routing workflow	Apply deterministic tag, priority, SLA, queue, and owner rules.	High-confidence tickets follow predictable support rules.
Helpdesk writeback	Write allowed tags, attributes, internal notes, queue, priority, or assignee.	Writebacks use only allowed values and link to the Duckie run.
Exception handoff	Route only required exceptions to an internal channel or specialist queue.	Low-confidence, sensitive, or high-risk tickets leave the autonomous path cleanly.

Defer Until the MVP Works

Add these after the first autonomous loop is trusted:

Broad or highly granular taxonomies
Multi-step specialist handoff automation
Automatic sensitive category routing
Assignment and SLA changes for low-confidence tickets
Daily reporting and feedback agents
Automated customer responses beyond simple missing-information requests
Expansion to every support queue at once

Required Human Handoffs

Keep humans in the loop only when the workflow cannot safely continue autonomously:

Condition	Handoff
Low classification confidence	Send the ticket, context, recommendation, and reason to an internal triage channel.
Sensitive or policy-bound category	Route to the team that owns the policy decision.
Expensive downstream action	Ask for confirmation before triggering the downstream workflow.
Missing account match or conflicting context	Route to support operations or the owning queue.
Tool failure blocks routing	Create an internal note and route to the fallback queue.

The first live win is not a perfect taxonomy. It is consistent autonomous routing for known paths, with narrow exception handling for cases that actually need a person.

When to Expand

Move beyond the MVP when:

High-confidence routes are consistently correct
Helpdesk writebacks use the expected tags, queues, priorities, and owners
Exception handoffs are rare, specific, and answerable
Support teams can explain the remaining reroutes and corrections
The taxonomy has enough run data to justify splitting broad categories
The main remaining delays are downstream handoffs that automation can remove

After the MVP:

Read the system map to see the full architecture.
Build intake and customer context.
Add intent, tagging, and routing.
Use the rollout plan before expanding live routing.

Overview

Use Case Blueprints

MVP Goal

Minimal Flow

Build First

Defer Until the MVP Works

Required Human Handoffs

When to Expand

Next Pages

​MVP Goal

​Minimal Flow

​Build First

​Defer Until the MVP Works

​Required Human Handoffs

​When to Expand

​Next Pages

MVP Goal

Minimal Flow

Build First

Defer Until the MVP Works

Required Human Handoffs

When to Expand

Next Pages