Support LLM Reliability Pack
A focused playbook for support automation teams running LLM triage and response draft pipelines. Includes routing heuristics, eval rubric, and rollout guardrails.
Format: Markdown playbook (easy to version in your repo)
- Policy matrix: when to route to cheap vs premium tiers
- Fallback decision tree for timeout/provider failures
- Support-specific eval rubric (accuracy, escalation correctness, tone)
- Canary + rollback checklist for safe releases