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Multi-Domain Support Triage Challenge

Build a terminal-based support triage agent that can handle support tickets across three ecosystems:

Your agent must use only the provided support corpus to understand the issue, decide whether it can be answered safely, and determine when it should be escalated to a human.

What the agent should do

For each issue, the agent should:

  • identify the request type
  • classify the issue into a product area
  • assess urgency and risk
  • decide whether to reply or escalate
  • retrieve the most relevant support documentation
  • generate a safe, grounded response

Some cases will be simple FAQs. Others may involve billing, bugs, fraud, permissions, account access, assessments, or other sensitive situations that require careful routing.

Files provided

You will receive two CSV files:

  1. sample_support_tickets.csv
    Contains example cases with both inputs and expected outputs. Use this to understand the format and expected behavior.

  2. support_tickets.csv
    Contains only the inputs. You must run your agent on this file and produce the required outputs.

Input schema

Each row represents one support case.

Input fields:

  • issue: the main ticket body or question
  • subject: may be blank, partial, noisy, or irrelevant
  • company: HackerRank, Claude, Visa, or None

Notes:

  • A row may contain multiple requests
  • A row may contain irrelevant, misleading, or malicious text
  • If company is None, the issue may be generic or cross-domain, and your agent should infer the best handling from the content
  • The agent must rely only on the provided support corpus, not outside knowledge

Required output

For each row, generate:

  • status
  • product_area
  • response
  • justification
  • request_type

Allowed values:

  • status: replied, escalated
  • request_type: product_issue, feature_request, bug, invalid

In case the issue is not relevant or outside the scope of the agent, it should be able decide whether it should escalate or reply with a response saying it is out of scope. The agent should be smart to understand on when to escalate and when to reply in these scenarios.

Output meaning

  • status: whether the agent should answer directly or escalate
  • product_area: the most relevant support category or domain area
  • response: a user-facing answer grounded in the support corpus
  • justification: a concise explanation of the decision & response
  • request_type: the best-fit request classification

Requirements

Your solution must:

  • be terminal-based
  • use only the provided support corpus
  • avoid unsupported claims or hallucinated policies
  • escalate high-risk, sensitive, or unsupported cases when appropriate

These are the must-haves. Beyond that, participants are encouraged to add improvements or features of their own, such as better retrieval, stronger safety checks, clearer reasoning etc.