Skip to main content

Gennie Support Agent (Internal)

Gennie isn't just for restaurant managers. She serves as an L1/L2 Support Assistant for our internal Engineering and Support teams, capable of referencing runbooks and analyzing logs safely.

Core Capabilities​

1. Runbook RAG (Retrieval)​

When you open a Jira ticket or Intercom conversation, Gennie scans the text and queries the olympus-docs knowledge base.

  • Result: She posts an "Internal Note" with links to relevant troubleshooting guides.
  • Example: "User reports 'Printer disconnect'. Suggested Guide: [Hardware Troubleshooting > Star Micronics Connectivity]."

2. Remote Diagnostics​

Gennie can bridge the gap between a support ticket and the production environment.

The Workflow:

  1. Request Access: You ask Gennie, "Check connection logs for Tenant: BurgerShack, Device: KDS-01".
  2. Authorization: Gennie verifies you have the support_agent role.
  3. Scope Check: She requests a Time-Limited Diagnostic Session (4 hours) for that specific tenant.
  4. Analysis:
    • She queries the Remote Diagnostics Service.
    • She parses the raw JSON logs.
    • PII Masking: Before showing you anything, she strips emails, names, and credit card fragments.
  5. Report: She outputs a summary: "Device last pinged at 10:42 AM. Error: DHCP Lease Failed."

3. Usage Limits​

  • No Database Write Access: Gennie cannot "fix" data (e.g., she cannot delete an order). She is Read-Only.
  • Audit Trail: Every query you make to Gennie is logged in the Compliance Ledger for security review.