Most of Your Support Tickets Are One Question You Never Answered

<p><em>This is a submission for the <a href="https://dev.to/challenges/google-gemma-2026-05-06">Gemma 4 Challenge: Write About Gemma 4</a></em></p> <h3> Why I Wrote This </h3>

<p>AI support becomes useful only when the operating rules behind it are explicit. The hard part is rarely writing a fluent reply; it is deciding which facts are authoritative,

<h2> Background </h2> <p>The support chatbot on our landing page has a simple job: answer questions about the product's features, pricing, and troubleshooting. But a

<p>An online shop's support inbox is really two inboxes wearing the same chat bubble. One is the shopper who has not bought yet and is deciding whether to. The other is the