Product principles

A support memory built to earn trust.

Five principles shape every suggestion, decision, and abstention.

Evidence before answers Every suggestion shows its foundation.
Living organizational memory Learn from real, validated resolutions.
Time-aware relevance Current matters more than merely similar.
Human-governed autonomy Teams define when iRAG can assist, act, or abstain.
No evidence, no guess Abstention is a feature, not a failure.

A Acme Support Agent workspace

Email Received 8 minutes ago

Alex Lewis To: Acme Support

10:42 AM

Refund request after 20 days

Hi, I purchased an annual subscription 20 days ago, but it isn't the right fit for our team. Can I still receive a full refund?

Thanks,
Alex

iRAG Resolution memory

Observing

A familiar question

This ticket resembles earlier refund decisions.

iRAG is searching resolved tickets before offering any guidance.

While observing, iRAG evaluates silently. The human agent remains the only decision-maker.

Resolution memory

2 strong precedents found

2 of 1,842

#1842 14 months ago

Annual plan refund after 22 days

“A full refund is available within 30 days of purchase.”

Semantic match96%

Temporal weight38%

#4921 12 days ago

Refund requested after 18 days

“The updated policy limits full refunds to 14 days.”

Semantic match89%

Temporal weight98%

Knowledge drift detected Refund policy changed recently

Temporal reranking

The newer precedent is more reliable.

Ticket #1842 is a closer wording match, but #4921 reflects the latest accepted outcome.

Semantic relevance × Time-aware weight

= evidence priority

#4921 · Current policy Final score 0.87

↑

#1842 · Superseded policy Final score 0.36

↓

Evidence-grounded draft

Suggested reply

Hi Alex,

Thanks for reaching out. Under our current policy, full refunds are available within 14 days of purchase. Because your purchase was made 20 days ago, it is outside the refund window.

I can still help you review alternative plan options.

Grounded in

Draft added to the reply The final response remains yours.

Insufficient evidence

iRAG chose not to answer.

No resolved ticket directly supports recovery of a deleted custom integration. Guessing would create an unsupported promise.

Recommended action Escalate to Integrations Engineering

Abstention is a first-class outcome. Not a system failure.

Autonomy check

This case is proven and in scope.

Before acting, iRAG verifies that current evidence and every team-defined guardrail are satisfied.

✓ Current policy match14-day refund policy · 99%

✓ Validated precedents27 recent approved resolutions

✓ Risk boundaryStandard refund · Low risk

✓ Knowledge stabilityNo drift detected in 30 days

Decision Resolve autonomously All 4 guardrails passed

Autonomous action completed

Resolved in 1.8 seconds

Decision record AUTO-6127

Action: Refund initiated
Policy: Refunds · Jun 18
Evidence: 27 approved cases
Scope: Low-risk billing

Post-action monitoring is active

Overrides or policy drift will immediately narrow this autonomous scope.

Scripted product concept • Synthetic customer data • No live systems connected

Refund request after 20 days

Your CRM remembers every answer.
It doesn’t know which one still applies.

From resolved work to the next best action.

What if we don’t have evidence?

Trust is earned one approved answer at a time.

From copilot to autopilot, only where trust is earned.

It knows what matters now.
It earns the right to act.

Relevant tickets, understood through time.

Trust accumulates, autonomy follows.

Support knowledge changes.
Your AI should know when.

A customer asks a familiar question.

A support memory that learns from human decisions.