Istok Bako and team showed that a portable skill—just a natural‑language instruction, a retrieval API and some format checks—can replace a complex document‑retrieval stack for customer support. The skill adds a LLM‑generated navigation index over policy documents and can be built in 1‑2 engineer days. In their test it reproduced the correct resolution steps in 99.2% of cases and provided sufficient evidence for 83.3% of them. The approach runs about ten times slower (≈90 s per case) than the company’s production assistant, which takes 8–9 s.
Why it matters
Support teams could use a much simpler setup to automate workflows, saving engineering effort even if response time is longer.
