AI Support Operations Copilot

Status: In Development

Problem

Support teams regularly process repetitive requests that still require careful interpretation, policy awareness and human judgment.

A useful AI operations system should help operators analyze requests without silently inventing facts, bypassing review or taking autonomous customer-facing actions.

Current solution

The current milestone accepts clearly synthetic support requests and produces a validated, machine-readable recommendation containing:

Category
Urgency
Rationale
Missing information
Suggested reply draft
Security flags
Validation errors
Mandatory human-review status

Every result retains:

{
  "human_review_required": true
}

Architecture

Synthetic support request
        ↓
Input validation
        ↓
Deterministic analysis
        ↓
Output validation
        ↓
Human Review Guard
        ↓
Reviewable structured result

Two implementations currently share the same documented contract:

A dependency-free Python reference implementation
An inactive, manual-only n8n workflow using built-in nodes

The Python implementation remains the canonical parity-testing reference for the n8n workflow.

Safety design

The current version is deliberately limited and does not send messages or connect to production systems.

Implemented controls include:

Synthetic data only
Strict input and output contracts
Mandatory human review
Prompt-injection detection
Human-review bypass detection
Protected-field manipulation detection
Safe rejection of malformed input
No credentials committed to the repository
No external APIs or LLM calls
No autonomous actions

Verified results

The repository currently includes:

22 passing automated tests
Python and n8n workflow parity tests
Normal, urgent, incomplete and ambiguous fixtures
Prompt-injection regression fixtures
Malformed-input and tampering tests
Successful native workflow execution
Successful export and re-import round trip

Native workflow verification was completed on self-hosted n8n 2.14.2.

Compatibility with newer n8n versions has not yet been verified.

Current milestone

Completed:

Task 001 — Local classifier and validation baseline
Task 002 — Native n8n workflow integration

The workflow remains inactive and manual-only.

Known limitations

Classification is currently deterministic and keyword-based.
Urgency detection depends on explicit indicators.
Missing-information rules are illustrative.
Suggested replies use controlled templates.
No knowledge base or retrieval layer is connected.
No LLM is currently used.
The system has not been tested with real customer data or production traffic.
Compatibility is currently verified only on n8n 2.14.2.

Next steps

Planned development includes:

LLM-assisted analysis behind the existing validation contract
Grounded knowledge-base retrieval
Human approval and decision logging
Evaluation metrics and regression reporting
A small demonstration interface

The project will continue to avoid autonomous customer-facing actions and real customer data during development.

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