Enterprise Customer Support Copilot
Reference solution for answering a customer support query using request understanding, optional operational context, enterprise knowledge retrieval and grounded response generation.
Unit event
Customer Support Query
CUSTOMER_SUPPORT_QUERYOne completed execution of the customer-support workflow for one customer query.
Design variant
Default pilot design using request planning, operational-data preparation, enterprise retrieval/reranking and grounded response generation.
Reference configuration
Scenario inputs
Every value this design resolves, and who owns it. Change an editable value and the figures recalculate. The pricing engine answers, not this page: nothing here multiplies anything, and until it answers the figures beside you are the ones you were already looking at, labelled as such.
48 fields
Understand & Plan Request8 fields
Input tokens eligible for cached-input treatment.
Estimated prior-conversation tokens.
Estimated tokens in the current customer message.
Estimated generated planning tokens.
Estimated system/policy prompt tokens.
Acquire Operational Data7 fields
Estimated token length of normalized operational context when present.
Retrieve Enterprise Knowledge23 fields
Estimated token length of the retrieval query.
Embedding input tokens eligible for cached treatment.
Tokens submitted to the embedding model.
Number of candidate documents/chunks returned.
Estimated total tokens across candidate documents/chunks presented to reranking.
Number of candidate documents/chunks scored for the query.
Estimated total candidate-document tokens supplied to reranking.
Number of rerank queries.
Output tokens if the selected rerank commercial path meters them; zero in the pilot default.
Estimated tokens in the rerank query.
Estimated token size of assembled grounded context.
Generate Grounded Response10 fields
Input tokens eligible for cached-input treatment.
Prior conversation tokens.
Current customer-message tokens.
Expected generated response tokens.
Normalized operational context tokens.
Retrieved evidence tokens.
System/policy instruction tokens.
Cost by operation
Where the direct unit cost comes from. Expand an operation for the activities inside it and how each one resolved.
Understand & Plan RequestComplete1 activity, 1 priced0.00204 USD26% of direct total
Interpret the incoming support query and form a compact execution plan.
Interpret and Plan Request
PricedInterpret the customer request and produce a compact plan for downstream processing.
A pricing request was made and returned an amount.
Acquire Operational DataComplete2 activities, 0 pricedNo amount
Obtain and normalize relevant transactional or operational context when available.
Execute Operational Tool
No pricing requestExecute an application/tool lookup required for transactional context.
This activity does not price. No request was made, so there is no amount — not an amount of zero.
Normalize Operational Result
No pricing requestNormalize operational/tool output into compact context for generation.
This activity does not price. No request was made, so there is no amount — not an amount of zero.
Retrieve Enterprise KnowledgeComplete5 activities, 2 priced0.000415 USD5% of direct total
Prepare retrieval, embed the query, search knowledge, rerank candidates and assemble context.
Prepare Retrieval Query
No pricing requestPrepare a concise enterprise-knowledge retrieval query.
This activity does not price. No request was made, so there is no amount — not an amount of zero.
Embed Query
PricedGenerate a vector embedding for the retrieval query.
A pricing request was made and returned an amount.
Search Enterprise Knowledge
No pricing requestSearch enterprise knowledge using the query representation.
This activity does not price. No request was made, so there is no amount — not an amount of zero.
Rerank Candidates
PricedRerank retrieved candidates for relevance to the support query.
A pricing request was made and returned an amount.
Assemble Grounded Context
No pricing requestAssemble selected evidence into a bounded context for final response generation.
This activity does not price. No request was made, so there is no amount — not an amount of zero.
Generate Grounded ResponseComplete1 activity, 1 priced0.00528 USD68% of direct total
Generate the final customer-facing response grounded in available context.
Generate Grounded Response
PricedGenerate the final customer-facing response using customer, conversation, operational and retrieved context.
A pricing request was made and returned an amount.
Direct unit total
0.007735 USDBars show each operation’s share of the stated direct unit total. An operation with no priced activity shows no amount, which is not an amount of zero.
Assumptions, issues and reproducibility
Activity states not exercised by this configuration
The read model reports these so their absence reads as absence rather than as coverage.
Issues
The runtime reported none for this configuration.
Technical detail and reproducibility
- Result source
- REFERENCE_PREFETCH
- Scenario configuration
- scenario:customer-support:default:audited-2026-09-15
- Pricing effective at
- 2026-09-15T00:00:00Z
- Definition fingerprint
- d5c9eaf0d862147fafc31872f8ab9b2335d06fb610061084e35772aaed4a2d6f
- Catalogue fingerprint
- fb4a33fb254bba125309001aadb10f470d9bf9f219404324ba86b2ad91c206f1
- Pricing engine version
- 0.7.0
- Pricing orchestration contract version
- v4
- Pricing rule registry version
- daf63fc55107b886370c9744e36b7276da8f235e6e5f8eb56a1d2214151568f5
- Scenario contract version
- v1
- Variant definition fingerprint
- d5c9eaf0d862147fafc31872f8ab9b2335d06fb610061084e35772aaed4a2d6f