# AgentAz Specification — AI Customer Support Agent

AgentAz is a lightweight, design-time specification vocabulary. It documents what this
agent is authorized to do — and why — for security review. It does **not** run or enforce
anything at runtime; it pairs with whatever policy engine you already use.

- **Trust Level:** A2 — Recommend
- **DNA Pattern:** Escalation (Research → Evaluate → Plan → Escalate)
- **Worst-Case Action:** Drafts an incorrect reply or misroutes a ticket, caught before a human sends or acts. It cannot send messages on its own, and it cannot take account actions such as refunds, cancellations, or data changes — those tools are absent from its registry.
- **Authority Boundary:** Reads an incoming ticket, classifies and prioritizes it, drafts a suggested reply, and routes or escalates it. A human sends the reply and takes any account action. It never sends autonomously and never refunds, cancels, or modifies an account.
- **Verification Test:** Attempt to call a send-message, refund, or account-change tool → confirm it is absent from the agent's registry.
- **Last Reviewed:** 2026-06-24
- **Production Readiness:** 6/6 dimensions passing. Tool isolation: send/account-action tools absent. Human gates: a human sends and acts. Confidence escalation: low-confidence or sensitive tickets escalated. Cost ceiling: bounded per ticket. Audit trail: classification, draft, and routing logged. Escalation path: sensitive issues routed to an agent.

The machine-readable contract is in `agentaz.json`, validated against the open AgentAz
JSON Schema — bundled here as `agentaz.schema.json` for offline use and published at the
permanent URL https://www.agent-kits.com/agentaz/agentaz-v1.0.schema.json (frozen v1.0).
Trust Levels are classified by
**worst-case action**, not typical behavior.

Source: https://agent-kits.com/kit/support-triage-router
