OpenAI Decisions Support Agent
A conversational support agent that triages customer messages and checks drafted replies against policy before they go out, using OpenAI's Decisions API (gpt-6-luna) through two Boomi web service APIs. The agent does the writing. OpenAI's fast, bounded decisions route the ticket, score frustration, refund and churn risk, and approve, block or return each draft before it's shown as ready to send.
Solution Details
- Difficulty Level
- INTERMEDIATE
- Solution Type
- Recipe
- Author
- Boomi
- Published on
- Oct 26, 2026
- Last updated on
- Oct 26, 2026
Get Started
Get StartedKey Features
- Ticket triage across billing, technical, shipping, account and other, with a 0.85 confidence gate that hands unclear cases to a human
- Frustration score plus refund and churn probabilities, with a retention-risk flag
- Reply guardrail with APPROVE, BLOCK_PII, BLOCK_POLICY and REVISE verdicts, and automatic rewrite-and-recheck
- Several typed questions (choice, score, yes/no probability) answered in a single OpenAI Decisions call
- Each OpenAI answer is matched by name, so parsing doesn't depend on the order answers come back in
Applications Required
- OpenAI