Build a Support Ticket Triage Agent with Oxlo.ai

说明与用途

使用 Oxlo.ai 构建支持工单分流代理：连接 API，设置系统提示，强制 JSON 输出，添加账户查询工具，封装为类，并部署为 FastAPI 端点。

问题

Help desks need to reduce first-response latency by automatically triaging tickets, classifying issues, fetching account data, and drafting replies.

结果

The agent classifies tickets into Billing, Technical, Account, or General, assigns urgency, fetches mock account data, and drafts concise replies, improving response speed and consistency.

工作流

• 1. Verify Oxlo.ai connection using a simple Llama 3.3 70B completion.
• 2. Define a system prompt that instructs the model to act as a triage agent and output JSON with category, urgency, and draft_reply.
• 3. Enable JSON mode via response_format to enforce structured output.
• 4. Create a mock tool get_account_status and allow the model to call it for account data.
• 5. Wrap the logic in a reusable SupportTriageAgent class using the Kimi K2.6 model for reliable tool loops.
• 6. Deploy the agent (e.g., as a FastAPI endpoint) and integrate with the help desk via webhook.

证据

We are going to build a support ticket triage agent that reads incoming customer messages, classifies the issue, looks up account details via a mock tool, and drafts a response.

来源

Deploy this agent as a FastAPI endpoint and wire it into your existing help desk via webhook.

来源