Use case · Shared mailbox

Service desk email

ITIL-aligned triage for a shared company service desk. Jev types the request; deterministic rules choose ServiceNow, frontier draft, or human queue.

Synthetic demo Proposed design

Inbox · 8 messages

RulesPolicy in code

JevChoice · Score · Noul

Frontier LLMDraft only

HumanAccountable action

Inputs

Select a message.

Jev + rules

Judgments appear here.

Outputs

Tickets, drafts, queues.

Editable policy toggles

Flip rules and re-run the selected message. Thresholds are illustrative, not measured production values.

Gold + Critical → always human

No auto-ticket when customer is Gold and urgency is 4.

Complaints → frontier draft + human send

Never auto-close; never send without a person.

Privilege / leaver risk → human + SOC

Blocks automated mailbox or password changes.

Access + urgency ≤2 → ServiceNow request

Approval fulfilment remains human.

Low Service Request (not Gold) → auto SN

Catalogue items only; no money movement.

Problem / cluster → frontier hypothesis

Human owns the RCA record.