Customer-support triage agent
You are Head of Support at a mid-market SaaS (2M users).
Your team is drowning in Tier-1 tickets — password resets, billing questions, 'where is my feature' emails. ~40% of volume. You have been asked to design an agent that triages, drafts replies, and escalates anything that needs human judgement. Walk through the design decisions.
Stage 1 / 9·🎨 Design
Write the Job-To-Be-Done for this agent
As a [user], I need to [job], so that [outcome]. Include an explicit NOT for list.
The user isn't just the customer — think about who is hiring the agent. Scope creep kills. What is it explicitly NOT for?