Customer Support Automation
Support automation is not about full automation; it makes simple questions faster and complex ones smoother. This skill classifies questions, builds a knowledge base and sets escalation rules.
Workflow
- 1
Classify historical tickets
Export three months of tickets and group by issue type, sentiment and human need. Automate the frequent, standardized, low-risk questions first.
- 2
Build a traceable knowledge base
For each answer, state applicability, exceptions and last-updated date. AI should answer only from the knowledge base; when it cannot find an answer, say so and escalate instead of improvising.
- 3
Set escalation and sentiment rules
Escalate refunds, complaints, account security, legal issues and any second unresolved attempt. Detect anger or threats and route to a human instead of continuing template replies.
- 4
Weekly review and update
Track deflection, escalation, first response and CSAT, and audit 20 AI replies weekly. Add new questions to the knowledge base and remove incorrect answers.
Recommended prompts
Customer Service Reply Prompt
Write empathetic, solution-oriented replies with clear boundaries for complaints, refunds and shipping.
AI Agent System Prompt Prompt
Write role, boundaries, tool-use rules and failure handling for an AI agent.
RAG QA Prompt
Answer strictly from retrieved passages with citations and uncertainty.
FAQ
Can AI support anger users?
Yes, especially with irrelevant or repetitive template replies. Add sentiment detection, fast escalation and an always-available path to a human.
Is higher deflection always better?
No. Blocking questions that should escalate lowers CSAT and repeat purchase. Track resolution alongside post-escalation satisfaction and repeat-contact rate.
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