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How to route support messages to the right team with Strands Decider

Pick the owning team for an incoming message, with a confidence score on the choice.

Who it is forA support or operations lead, or an agent that triages inbound messages, when each message needs an owner and nobody has time to read every one.

The problemManual triage is slow, and a keyword rule misses messages that describe a problem without naming the team.

The outcomeEach message gets one of the listed teams plus a confidence value, so confident routes can go straight through and low-confidence ones go to a person.

What you need first

  • Python with pip to install the strands-decider package
  • A machine that can run a 2B model: a CUDA GPU, an Apple-silicon Mac, or CPU
  • Text inputs you want to classify, route, or score

Steps

  1. pip install strands-decider
  2. strands-decider ask StrandsAgents/strands-decider-2B-qwen3.5-v1-2610 --state "Help! My payouts have been failing for 3 days! " --choice "Which team should handle this?=billing,sales,retail" (inferred, check the README)
  3. Read the line that starts with choice_0 and the confidence in brackets.
  4. Send answers at confidence 0.9 or more straight through. Send lower ones to a person to confirm.

Prompt for your agent

Using the strands-decider repo, run the ask command with --state set to <message text> and a --choice question listing the team names <teams>. Return the chosen team and its confidence. Verify that the confidence is a number between 0 and 1 and that the chosen team is one of the listed options.

Caveat. The README says answers at confidence 0.9 or more are right about 95% of the time on short classification tasks it has never seen, so routing on lower confidence needs a human check.

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