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Part XII — Building Real Products (End-to-End Projects)/35. Project 4: Customer Support Triage Assistant/35.3 Suggested replies with policy constraints
35.3 Suggested replies with policy constraints
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Feeding the Policy
Support agents must follow rules. "Refunds only within 30 days." "Be polite."
Include these rules in the System Instruction: "You are a helpful agent. You MUST NOT promise a refund if the order date is > 30 days ago. You MUST apologize if the user is angry."
Retrieving the Answer
If the user asks "How do I reset my password?", do not let the model hallucinate steps. Retrieve the "Password Reset" help article and paste it into the context.
Prompt: "Answer the user's question using ONLY the information in the attached Help Article. If the article doesn't help, say 'I don't know'."