Xenia-Support

Offline A/B experimentation for prompt/policy/skill/rubric variants: defines what constitutes an experiment, the offline-only rule, the scoring contract, the anti-Goodhart + safety-floor constraints, the statistical-honesty rule, and the governance wiring into the TheEights evolution loop.

Encoded policy constraints: refunds/disclosures/consent, GDPR/CCPA data-minimization themes, right-to-human mandates, regulated-claim language rules, AI-disclosure requirements. Consumed by Harmonia, Soteria, Hermes, Eunomia.

The structured state token that travels with the customer across every agent handoff — identity ref, goal, active objects, constraints, sentiment, history digest. Minted by Iris; carried inside HANDOFF payloads.

Hard budgets, bounded loops, and the four terminal states. Step/dispatch/retry ceilings per command, graph-level termination conditions, and cost-tiering rules. Owned by Hestia.

The KPI frame: containment, FCR, AHT, CSAT-proxy, escalation precision/recall, cost-per-resolution, SLA attainment — and the Agent-Manager dashboard contract over events.jsonl. Owned by Hestia; consumed by Themis, Soteria, Echo.

Intent/language/sentiment/priority classification and routing rules for incoming support tickets. Owned by Iris; consumed by Hestia for dispatch.

The crawl/walk/run rollout discipline: phase definitions, promotion criteria (containment, hallucination rate, redaction record), demotion triggers, and the shadow-mode contract. Owned by Hestia; drives /support-shadow.

Sentiment tracking and style adaptation with anti-manipulation guardrails: acknowledgement patterns, register matching, de-escalation sequences, and the read-back test. Owned by Harmonia; consumed by Iris, Soteria, Themis.

Staleness detection and freshness-weighted retrieval: recency preferences by topic class, stale-source quarantine for pricing/policy/security, and re-ingestion signals. Owned by Metis.

Detecting and filing knowledge-base gaps from failed groundings, conflicts, staleness, and ticket-theme analysis; drafting KB stubs with evidence. Owned by Metis; consumed by Echo.

Evidence-first technical diagnosis: symptom->hypothesis->verification discipline, log-reading patterns, runbook execution rules, and PRD-fragment authoring for confirmed defects. Owned by Asclepius.

JSON-schema tool contracts: preconditions, typed errors, side-effect semantics, least-privilege scopes, and retry/fallback patterns for every external tool the squad touches. Consumed by Asclepius, Eunomia, Hermes.

Escalation triggers, HITL deployment patterns (co-pilot, shadow, AI-first-with-escalation), the human approval artifact contract, and handoff packet requirements. Owned by Hermes; consumed by Hestia.

KB-grounded retrieval and citation discipline: one citation per factual claim, data-only handling of retrieved content, fail-closed on missing or conflicting sources. Owned by Metis; consumed by Asclepius and Themis.

OWASP LLM Top-10 defenses for the support surface: prompt injection (LLM01), insecure output handling (LLM02), sensitive information disclosure (LLM06), excessive agency (LLM08), and memory/context poisoning. Owned by Eunomia.