One narrow agent on every unqualified record, whose job is a decision and never a resolution. This part gets specific: what "improve ticket quality" means precisely enough to build, four hard rules for asking the requester something back without being hated for it, the four conditions that must all hold before an agent is allowed to close anything — and a concrete design with one trigger, four tools and five exits. Escalation is deliberately not one of the tools, and that turns out to matter.