Q16 of 60 — CCA Practice Exam

Customer Support Resolution Agent

Your customer support resolution agent handles refund requests, order lookups, and policy questions. Engineers report that the agent frequently returns correct policy answers for questions like "Can I return an item after 60 days?" — but the pipeline then runs a regex against Claude's response to extract a yes/no decision and log it to the compliance database. On roughly 12% of responses, the regex fails to match, producing a null compliance record. The policy lookup itself requires no external API call. What architectural change most directly eliminates the null compliance record problem?

A. Strengthen the system prompt to instruct Claude to always begin policy answers with an explicit "Yes" or "No" before elaborating, so the regex has a predictable anchor to match against and the failure rate drops toward zero.

B. Define a log_policy_decision tool with a required permitted boolean and a policy_id string, and have Claude emit this tool call whenever it resolves a policy question — moving the structure into the schema and eliminating the regex entirely.

C. Add a post-processing validation step that detects a null regex result and immediately retries the Claude call, asking Claude to restate its answer in a strict yes/no format before the compliance record is written.

D. Route all policy questions to a dedicated single-token agent that returns only "yes" or "no", keeping the existing regex but ensuring it always has a predictable, minimal response string to match against.