Escalation Room: Choose the Working Set
Choose a context-window strategy that separates live constraints from retrievable case evidence.
A VIP refund escalation is live; Priya has minutes to brief the model without burying the key facts. What should Priya put in the model's live context for the escalation answer? A compact escalation brief plus the latest payment event, the relevant refund clause, and the newest agent note. Right. This keeps the decision frame live and uses retrieval for high-signal evidence, respecting the context window as finite working memory. The entire ticket history, every call transcript, and the full CRM export so nothing is missed. Weaker. Bulk context raises noise and makes older or duplicated facts compete with the…
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