AI verdict engine crushes policy wars so support agents don't have to—earbuds denied for hygiene, treadmills approved by warranty override

A decision engine called Verdict has been developed to resolve conflicts between multiple policies in consumer support tickets. Verdict retrieves relevant policy clauses from Algolia, detects contradictions, and applies a resolution hierarchy to produce a structured verdict. The system was built for the Algolia Agent Studio Challenge and uses a custom ranking system, index-level rules, and synonyms to shape the reasoning context. In a test scenario, Verdict analyzed 26 policy clause records for a fictional retailer, Apex Gear, and resolved conflicts in under 10 seconds, with Algolia's retrieval completing in under 50ms. The system has been tested in various scenarios, including a treadmill motor failure and a return request for opened earbuds, demonstrating its ability to handle complex policy conflicts. By leveraging Algolia's search capabilities and Agent Studio's automation, Verdict streamlines the support workflow, reducing the time agents spend resolving conflicts and improving customer satisfaction.