Gate support-bot replies: auto-resolve the safe tickets, route the rest

A calibrated gate for support automation: auto-resolve the tickets it can answer well, route the rest to a human — no confident-wrong replies.

The problem

Support automation has two failure modes: confidently wrong auto-replies that frustrate customers, and escalating everything (which defeats the automation). You want to auto-resolve exactly the tickets the bot is reliable on.

The code

Zero-dependency SDK. Mint a key on your dashboard and drop this in.

from warmwinter import WarmWinter

ww = WarmWinter(api_key="ww_YOUR_KEY",
                base_url="https://api.warmwinter.io")

# Gate: auto-reply, or route to a human?
reply = ww.guard(
    domain="support", decision_type="support_reply",
    stated_confidence=confidence,
    cheap=lambda: send_reply(ticket, draft),  # auto-resolve
    escalate=lambda: route_to_human(ticket),  # safe fallback
    verify=lambda _: not reopened(ticket),    # auto-reports
)

import { WarmWinter } from "./warmwinter";

const ww = new WarmWinter({ apiKey: "ww_YOUR_KEY", baseUrl: "https://api.warmwinter.io" });

// Gate: auto-reply, or route to a human?
const reply = await ww.guard({
  domain: "support", decisionType: "support_reply",
  statedConfidence: confidence,
  cheap: () => sendReply(ticket, draft),    // auto-resolve
  escalate: () => routeToHuman(ticket),     // safe fallback
  verify: () => !reopened(ticket),          // auto-reports
});

Why it works

The gate returns act only where it has verified — against your own resolved outcomes — that this kind of action is trustworthy; otherwise it escalates or abstains. Stakesraise the bar for riskier actions. Nothing is graded on volume — only on outcomes that actually resolved. There is no global accuracy number; trust is per cell. That calibrated humility is the point: the system tells you where it doesn't know yet.

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