docs(10_Wiki): 위키 전체 재구성 — Topic_* 폴더를 4개 카테고리로 통합 + 대규모 중복 제거

Topic_Agent/Topic_Blog/Topics/Topics_Biz/Topics_Meeting/Topics_Rag의 마크다운 지식 문서를 Topic_General/Topic_Programming/Topic_Graphic/Topic_Business 4개 카테고리로 재분류. - 중복 제거: frontmatter의 status:duplicate/merged + duplicate_of/redirect_to 필드로 자기 자신을 중복으로 선언한 리다이렉트 stub 1032개 제거, 완전 동일 내용 파일 472개 제거, 동일 파일명·다른 내용 충돌 시 더 큰(완전한) 버전만 유지(162개 제거) — 총 1639개 중복 제거. - 분류: 폴더 단위로 명확한 항목(AI_and_ML/Coding/Architecture 등 → Programming, Comfyui/Visual_Effects → Graphic, Topics_Biz/Topics_Meeting/사업 등 → Business, Poetic_Blog_Writing/창의성/Game_Design 등 → General)은 폴더 우선순위로, 나머지 혼재 폴더(Topic_Agent/Topic_Blog/Topics 루트/Thinking & Reasoning/Other/UI_UX_Assets)는 title/tags 키워드 스코어링으로 파일 단위 분류(불명확한 경우 General로 폴백). 원본 폴더명은 "From_*" 서브폴더로 보존해 추적 가능성 유지. - 최종 배치: Programming 2784 / General 1608 / Graphic 285 / Business 249 = 4926개 문서. - 에이전트 운영 상태(.astra/.agent/.obsidian/sessions/memory/_company/docs/lessons/_shared/src)는 지식 콘텐츠가 아니므로 재분류 대상에서 제외하고 원위치 유지. - Topics/Topic_email(상위 보호 폴더 Topic_email과 파일명 100% 중복) 삭제 — 보호 폴더 자체는 미변경. - 완전히 비게 된 Topic_Agent/Topic_Blog/Topics_Biz/Topics_Rag 폴더 제거.
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+---
+id: wiki-2026-0508-support-platforms
+title: Support Platforms
+category: 10_Wiki/Topics
+status: verified
+canonical_id: self
+aliases: [Game Support, Customer Support, Live Ops Support]
+duplicate_of: none
+source_trust_level: A
+confidence_score: 0.9
+verification_status: applied
+tags: [game-design, live-ops, customer-support, infrastructure]
+raw_sources: []
+last_reinforced: 2026-05-10
+github_commit: pending
+tech_stack:
+  language: typescript
+  framework: helpshift/zendesk
+---
+
+# Support Platforms
+
+## 매 한 줄
+> **"매 player support 의 retention 의 hidden lever"**. 2026 game support 의 in-app chatbot (LLM-powered) → human escalation → CRM 의 multi-tier system. Helpshift, Zendesk, Intercom, Salesforce 매 dominant — 매 mobile F2P (Genshin, Royal Match) 매 24/7 multilingual coverage 매 churn 의 reduce.
+
+## 매 핵심
+
+### 매 support tier
+- **Tier 0 (self-serve)**: FAQ, in-app help center.
+- **Tier 1 (LLM bot)**: Claude/GPT-5-powered chatbot — 매 80% 의 query 의 deflect.
+- **Tier 2 (human agent)**: refunds, account recovery, complex bugs.
+- **Tier 3 (specialist)**: payment disputes, banned accounts, exploit investigations.
+
+### 매 platform 비교
+- **Helpshift**: 매 mobile-native, in-game SDK, AI-first (2026 Claude integration).
+- **Zendesk**: 매 enterprise, omnichannel, mature ticket workflows.
+- **Intercom**: 매 conversational, product-led, Fin AI.
+- **Salesforce Service Cloud**: 매 CRM-integrated, 매 large publishers.
+
+### 매 응용
+1. Genshin Impact — Helpshift in-app + live chat for refunds.
+2. Royal Match — AI bot deflection 매 90%+ — 매 cost-per-ticket 의 dramatic reduction.
+3. Riot Games — custom Salesforce + community moderators.
+
+## 💻 패턴
+
+### Helpshift SDK Init
+```typescript
+import Helpshift from '@helpshift/react-native-helpshift';
+
+Helpshift.install({
+    platformId: process.env.HS_PLATFORM_ID,
+    domain: process.env.HS_DOMAIN,
+    enableInAppNotifications: true,
+    enableLogging: __DEV__,
+});
+
+Helpshift.setUser({
+    userId: player.id,
+    email: player.email,
+    name: player.displayName,
+});
+```
+
+### Contextual Metadata Attach
+```typescript
+function openSupport(reason: SupportReason) {
+    Helpshift.showConversation({
+        cifs: {
+            level: { type: 'number', value: player.level },
+            spend_lifetime: { type: 'number', value: player.totalSpendUSD },
+            last_purchase: { type: 'date', value: player.lastPurchaseTimestamp },
+            crash_count_24h: { type: 'number', value: getRecentCrashCount() },
+            client_version: { type: 'string', value: APP_VERSION },
+            device: { type: 'string', value: Device.modelId },
+        },
+        tags: [reason, player.vipTier],
+    });
+}
+```
+
+### LLM Bot Deflection (Claude)
+```typescript
+import Anthropic from '@anthropic-ai/sdk';
+
+const client = new Anthropic();
+
+async function botReply(userMessage: string, playerContext: PlayerContext) {
+    const response = await client.messages.create({
+        model: 'claude-opus-4-7',
+        max_tokens: 500,
+        system: [
+            {
+                type: 'text',
+                text: SUPPORT_SYSTEM_PROMPT + KB_CONTENTS,
+                cache_control: { type: 'ephemeral' },
+            },
+        ],
+        messages: [
+            {
+                role: 'user',
+                content: `Player context: ${JSON.stringify(playerContext)}\n\nQuery: ${userMessage}`,
+            },
+        ],
+    });
+    const reply = response.content[0].text;
+    if (reply.includes('[ESCALATE]')) {
+        return { escalate: true, reply: reply.replace('[ESCALATE]', '') };
+    }
+    return { escalate: false, reply };
+}
+```
+
+### Refund Eligibility Check
+```typescript
+async function evaluateRefund(ticket: Ticket): Promise<RefundDecision> {
+    const player = await getPlayer(ticket.userId);
+    const purchase = await getPurchase(ticket.purchaseId);
+    
+    if (Date.now() - purchase.timestamp > 14 * 24 * 3600 * 1000) {
+        return { approved: false, reason: 'OUTSIDE_WINDOW' };
+    }
+    if (player.refundCount30d >= 2) {
+        return { approved: false, reason: 'REFUND_ABUSE_FLAG' };
+    }
+    if (purchase.consumed && purchase.consumedAmount > 0.5 * purchase.value) {
+        return { approved: false, reason: 'CONSUMED' };
+    }
+    return { approved: true };
+}
+```
+
+### Ticket Routing
+```typescript
+function routeTicket(ticket: Ticket): Queue {
+    if (ticket.tags.includes('payment')) return 'tier3-payments';
+    if (ticket.player.vipTier >= 5) return 'tier2-vip';
+    if (ticket.tags.includes('account-recovery')) return 'tier3-trust';
+    if (ticket.bot_confidence > 0.85) return 'tier1-bot';
+    return 'tier2-general';
+}
+```
+
+### Sentiment-Triggered Escalation
+```typescript
+async function checkSentiment(message: string, ticket: Ticket) {
+    const sentiment = await analyzeSentiment(message);
+    if (sentiment.score < -0.7 || sentiment.flags.includes('threat')) {
+        await escalate(ticket, 'tier3-trust');
+        await notifySlack('#support-escalations', ticket.id);
+    }
+}
+```
+
+## 매 결정 기준
+| 상황 | Approach |
+|---|---|
+| mobile F2P, in-game support | Helpshift |
+| omnichannel (web + game + email) | Zendesk |
+| product-led, conversational | Intercom |
+| enterprise CRM 매 integrated | Salesforce Service Cloud |
+| custom 매 needed | Helpshift API + custom UI |
+
+**기본값**: Helpshift + Claude-powered bot deflection — 매 cost-effective 매 mobile games 의 industry standard.
+
+## 🔗 Graph
+- 부모: [[Game Design]] · [[LiveOps]]
+- Adjacent: [[Player Retention]]
+
+## 🤖 LLM 활용
+**언제**: 매 Tier 1 deflection (FAQ-style queries), translation, sentiment analysis, response drafting for human agents.
+**언제 X**: 매 refund decision 의 final, ban/unban, payment dispute — 매 human judgment 의 필수.
+
+## ❌ 안티패턴
+- **Bot 만**: 매 escalation path 의 X → user frustration.
+- **No context attach**: 매 agent 의 player level/spend 의 X → resolution time 의 increase.
+- **24h 의 SLA 의 X**: mobile player expect <2h response.
+- **Single language**: 매 global game 의 매 multilingual support 의 mandatory.
+
+## 🧪 검증 / 중복
+- Verified (Helpshift docs, Zendesk Game Industry report 2026, Pocket Gamer Connects talks).
+- 신뢰도 A.
+
+## 🕓 Changelog
+| 날짜 | 변경 |
+|---|---|
+| 2026-05-08 | Phase 1 |
+| 2026-05-10 | Manual cleanup — support platform comparison + 6 implementation patterns |