1. AGENT ROSTER Triage Router: Classify incoming ticket by intent and urgency. Input: customer message. Output: category, priority, extracted entities. Model: GPT-4o-mini. Tools: none. Failure: default to general support queue. Billing Agent: Handle invoices, payment issues, subscription changes. Input: classified ticket plus customer account data. Output: resolution or escalation flag. Model: GPT-4o. Tools: Stripe API, CRM lookup. Failure: escalate to human with context summary. Tech Support Agent: Diagnose technical problems, suggest fixes. Input: classified ticket plus product logs. Output: step-by-step resolution. Model: GPT-4o. Tools: knowledge base search, log parser. Failure: create engineering ticket automatically. Refund Agent: Process refund requests per company policy. Input: classified ticket plus order history. Output: approved/denied with reason. Model: GPT-4o-mini. Tools: order database, refund policy rules engine. Failure: escalate to manager queue. Quality Monitor: Review completed resolutions for tone and accuracy. Input: full conversation transcript. Output: quality score plus flags. Model: GPT-4o-mini. Tools: sentiment analyzer. Failure: log silently, do not block.