HackerRank Orchestrate - Support Triage Agent Submission

[gitsofaryan]

HackerRank Orchestrate Support Triage Agent

What I Built

A terminal based support ticket agent that intelligently routes tickets across three platforms: HackerRank, Claude, and Visa.

orch.mp4

The system is designed with a strong emphasis on reliability, traceability, and safety. Every decision made by the agent is explainable and grounded in the provided corpus.

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How It Works

The agent follows a structured five stage pipeline:

1. Safety Gate
   A multi layer filtering system that detects fraud signals, harmful intent, and unsupported queries before any downstream processing. This ensures risky or ambiguous tickets are escalated early.

2. Classification
   Maps each ticket to the correct company and product area using controlled keyword matching. The focus is on deterministic routing rather than probabilistic guesses.

3. Hybrid Retrieval
   Combines semantic retrieval using FAISS with keyword retrieval using BM25. Results are merged using Reciprocal Rank Fusion to improve relevance and consistency.

4. LLM Response
   Responses are generated through OpenRouter using Claude. If sufficient grounding is not available, the system falls back to extractive responses directly from the corpus. This guarantees zero hallucination.

5. CSV Output
   Writes structured predictions in a spec compliant format with clear justifications for every decision.

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Results

• 29 support tickets processed
• 12 resolved with grounded responses and citations
• 17 escalated due to fraud, refunds, disputes, account access issues, or missing information
• Coverage across 12 product areas spanning three platforms
• Zero hallucinations, every response is backed by source documentation

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Key Features

Deterministic execution with reproducible outputs
Strict corpus grounded responses
Safety first design with gating before LLM usage
Efficient runtime with caching that reduces execution to under five seconds after initial run
Comprehensive documentation including setup and troubleshooting

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Submission Files

1. code/
   Modular implementation with clear separation of concerns across 8 modules and a detailed README

2. support_tickets/output.csv
   Predictions for all 29 tickets with reasoning

3. log.txt
   Complete execution trace for debugging and verification

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Deliverables

• Fully functional agent with entry point at python code/main.py
• Spec compliant outputs with justification for every decision
• Production ready documentation
• Reproducible environment using pinned dependencies

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Note

I was unable to submit within the original deadline due to a two day power outage in my village which made it impossible to access a working system. The project has now been fully completed and validated.

I would sincerely appreciate your consideration for this submission.

Thank you for your time.

[gitsofaryan]

@sp2hari @anxkhn-hacker @shlokashah

I was unable to submit on time due to a 2-day power outage in my village with no electricity access. I have now completed all required deliverables and respectfully request consideration for this submission. Thank you for understanding.