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Support Ops Demo

This demo shows a realistic support-agent trace moving through Lerim's compiler so the next support agent starts with the durable constraints instead of re-deriving them. The trace and the extracted records below are real: the output was captured by importing the checked-in example through Lerim's support profile.

1. The completed run

A support agent handled a customer refund request for a failed annual renewal. The interesting signal is not the refund itself; it is the standing policy the run surfaced: a renewal where the gateway captured the charge but activation failed must never be retried, because retrying creates a triple charge.

The trace lives at docs/examples/traces/support-agent-run.jsonl.

2. Import it

lerim trace import docs/examples/traces/support-agent-run.jsonl \
  --source-name support-agent \
  --source-profile support \
  --scope-type domain \
  --scope support-ops

3. What Lerim kept

Five records were extracted. Three are durable constraints that govern future support work, one is a reusable fact about a known bug, and the specific ticket itself is archived as an episode (kept as history, not promoted to standing context).

Constraints (active — these govern future runs):

  • No retry for captured-but-inactive renewals — Renewals where the payment gateway captures the charge but activation fails must not be retried. Only manual activation or customer refund are authorized follow-up actions. Evidence: lines 4, 7.
  • EUR 500 manager approval threshold for refunds — Refunds exceeding EUR 500 require manager approval and cannot be auto-approved. Evidence: line 2.
  • EUR 500+ refund escalation diagnostics requirements — Escalations for EUR 500+ refunds must include gateway timeout log, duplicate capture evidence, and plan-inactive status confirmation. Evidence: line 8.

Fact (active):

  • Known gateway-capture-without-activation bug — Payment gateway times out on activation but captures the charge; retry causes triple charge. Resolution is manual activation or refund only. Evidence: line 4.

Episode (archived — history, not standing context):

  • Support escalation for the specific EUR 640 refund (kept as an episode record, not promoted to a durable constraint).

Inspect them yourself:

lerim context records --source-profile support

4. What the next agent now knows

Before this trace was compiled, a fresh support agent handling the next captured-but-inactive renewal would most likely retry the charge (causing a triple charge) or escalate without the required diagnostics. After compilation, the standing constraints above are available before work begins.

5. The improvement loop

The constraints above are exactly the kind of approved, cited, workflow-specific data for a smaller, private support model. The open core captures and cites; model specialization (distillation, RL, prompt and harness tuning) is the private Lerim layer, built on top of this open foundation.

Notes

  • Replace the checked-in example with your own cleaned support-agent source session for real evaluation.
  • Do not put private customer datasets or converter outputs under public docs. Use customer-owned storage for raw traces and commit only small sanitized examples when a public example is useful.
  • If the trace contains customer PII or secrets, run a cleaner or the defense-in-depth redaction helper before import. Lerim extraction is selective, but it is not a privacy firewall.