Submission: Shen Nan, Wong — Technical Assessment for Reap, April 2026.
This document is a solution design for the CX AI Ops Engineer role. All sections are authored by the candidate.

Executive Summary

This document designs an AI-assisted CX Operations Assistant for bulk customer operations. The driving example is:

"Please update the spending limits for 50 cards for the Marketing team to SGD 2,000, and notify the cardholders once done."

Core design principle: AI helps interpret, validate, explain, and communicate. Deterministic systems execute, track, and recover.

Outcome	What it means
Business correctness	No unsafe or policy-breaking bulk changes
Responsiveness	The system stays usable during long-running jobs
Transparency	Agents always know what happened, what failed, and what to do next
Operational reliability	Retries, idempotency, partial failure isolation, cancellation, auditability