Customer support failure modes with Jev
Triage already picked a queue. This pack decides what happens next: is the customer asking for a refund, does a drafted reply violate policy, should a macro fire? Jev judges; macros, agents, or humans act. Jev does not send the reply.
This unofficial page is the failure modes slice of the customer support actions pack. Intent: apply the Jev (TypeSafe System One) decision model to customer support actions failure modes. Primary search language: Customer support Jev failure modes. Confirm patterns on docs.typesafe.ai. This site does not sell, issue, or proxy TypeSafe keys. Use a credential you already have from the console or a documented gateway.
Independent angle (cover ≠ clone): Full support-action pack (contracts → thresholds → handoff → audit) beats a single support-triage-choice recipe. This pack is refunds, commitments, and policy replies — not a clone of rival recipe IA, and not a duplicate of the triage routing pack.
Customer support use-case context
Customer support actions breaks in product-specific ways. This page lists those modes so you can write tests — not a generic “AI can be wrong” essay, and not a rival limitations-page clone.
Hub: Support triage hub. Compare, when the other tool is the real job: ticket queues.
Failure Modes inputs
Many failures start as contract violations (distractors, missing ticket thread + drafted reply text). Canonical shape:
{
"ticket": { "id": "T-2201", "latest": "You promised a refund last week. Charge is still there." },
"draft": { "body": "I issued a $400 goodwill credit." },
"account": { "plan": "pro", "refunds_ytd_cents": 0 },
"policy": { "refunds": "Auto-refund language only if amount extracted in code is under cap.", "promises": "Do not invent credits." }
}Decision signals and actions
- Collapsing this pack into department Choice — that is support triage, a different intent.
- Queues store work; Jev does not replace Zendesk (compare).
- Treating refund_ask Noul 0.5 as “maybe refund 50%.”
- Asking Jev to compute the credit.
- Invented CSAT or AHT lifts.
HTTP vs application:
| You see | Class | Customer support move |
|---|---|---|
| 401 / 422 / 429 / 529 | Documented HTTP | Fix key/body or back off — errors |
| 200 + flat confidence or Noul ≈ 0.5 | Low confidence | Hold; do not send the reply or issue a credit |
| Empty gather | Missing evidence | Skip Jev or ask “is enough information present?” |
Do not treat a Noul of 0.5 as a “medium” customer support actions score — it means yes and no are equally likely. Conjunctions stay in your code.
Guardrails and escalation
Fail closed: do not send the reply or issue a credit. Schema-safe answers are not factual correctness. TypeSafe’s confidence-gated examples use a lower bar for recoverable reads than for irreversible actions. Those numbers are illustrations. For customer support actions, treat send_customer_reply as the high bar (sending a customer reply or issuing a credit flag). Tune on labels — see offline evaluation.
Evaluation and rollout notes
Your canary set should include each bullet above.
- False-sends on planted invented credits
- False-holds (handle time)
- Overlap errors vs the triage pack — department misroutes belong on triage eval, not here
Pin jev-1.13.0 (the versioned id) after you fit thresholds. jev-latest and the marketing line jev-1.13 can move. Log the response model. TypeSafe’s published list price for jev-1.13 is $0.042 per million input tokens (vendor claim — confirm on the models page); output tokens are free on that same page. Unused distractors still bill as input.
Official Python and JavaScript SDKs read TYPESAFE_API_KEY and retry documented 429/529. This site does not sell, issue, or proxy TypeSafe keys. Use a credential you already have from the console or a documented gateway.
Pack map
| Slice | Page |
|---|---|
| Graph and primitives | decision workflow |
What may enter state |
input contracts |
| What to gather first | evidence collection |
| Atomic rules | policy checks |
| Act / review / abstain | confidence thresholds |
| Reviewer payload | human handoff |
| What to persist | audit trail |
| How it breaks | you are here |
| Labeled replay | evaluation |
| Shadow → canary | production rollout |
FAQ
If the API returns 200, is the decision good? 200 only means the call parsed. Low confidence, Noul ≈ 0.5, or a policy miss are application failures.
Where do official weaknesses live? TypeSafe’s jev-1.13 jaggedness note — distractors, arithmetic, adversarial content. We do not invent more.
Where is the rest of the Customer support pack? Start with Customer support evaluation and Customer support decision workflow. Cluster hub: Use cases.
Is this the same as the support-triage recipe rivals publish? No. Triage routes the ticket. This pack gates actions after routing. Cover the intent; do not clone their slug or outline.
Can Jev replace the agent? No. It classifies and scores. See the support triage hub.
What this page does not claim
- Not a helpdesk or payments product.
- No invented CSAT/AHT numbers.
- Not official TypeSafe.
- Official TypeSafe status, or that jev.pro issues API keys.
- That a schema-constrained answer is automatically factually correct.
Disclaimer
This is an independent unofficial site and is not affiliated with TypeSafe AI; official documentation is available at https://docs.typesafe.ai.
Primary documentation: https://docs.typesafe.ai. Hub: Use cases.
Sources
Public TypeSafe or adjacent documentation only. No private claims.