Event Storm — Agentic Ticket Refunds
Support desk, an LLM refund assistant and finance approval, with the assistant's escalation event left uncommanded and a policy-retrieval hotspot on stale guidance.
Make it your own.
title "Ticket refunds — agentic support desk"
context "Support desk"
actor "Ticket holder"
aggregate "Support case"
command "Raise refund request" by "Ticket holder" on "Support case"
event "Refund requested" from "Raise refund request"
readmodel "Case timeline"
external "Email and chat gateway"
hotspot "Requests arrive in five channels and three languages"
policy "When refund requested, classify request" then "Classify request"
context "Assistant"
aggregate "Refund assessment"
command "Classify request" by "Refund agent" on "Refund assessment"
event "Request classified" from "Classify request"
policy "When request classified, draft resolution" then "Draft resolution"
command "Draft resolution" by "Refund agent" on "Refund assessment"
event "Resolution drafted" from "Draft resolution"
event "Assistant escalated to a human"
external "Policy retrieval index"
hotspot "The agent quotes a refund policy that changed last week"
policy "When resolution drafted, approve refund" then "Approve refund"
context "Finance"
aggregate Refund
command "Approve refund" by "Refund approver" on Refund
event "Refund approved" from "Approve refund"
command "Pay refund" by "Payments service" on Refund
event "Refund paid" from "Pay refund"
readmodel "Refund ageing report"
hotspot "A chargeback arrives after we have already refunded"