Our summary
A customer asking where an order is may only need a database lookup, while a difficult complaint may need a person. Akash Mohapatra explains how Jev can sort incoming messages before a more expensive writing model is called. The aim is to avoid paying for writing when no new explanation is needed.
The example asks two separate questions in one call: what the customer wants and how difficult the request seems. Code sends order checks to a lookup and product or return questions to specialist writing models. Complaints go to a person when difficulty is high or its estimate is unclear.
The suggested cutoffs are examples, not tested promises of correct routing. A confident answer can still be wrong, and a failed request to the service needs its own backup route. Savings depend on how many requests avoid expensive handlers, because every message still pays to be sorted. Simple rules may make this sorting model unnecessary.
Key takeaways
- Keep the customer's goal and the difficulty of helping them as separate judgments. A clear complaint can still be too difficult to automate.
- Plan separately for an uncertain answer, a difficult case and a call that fails. A confidence check cannot handle an answer that never arrives.
- Measure mistakes and the share of requests that avoid expensive handlers before promising savings. Keep exact lookups and arithmetic in code.