customer support ai agent

    1

    Automate customer support drafting, issue categorization, and case summarization with strict policy adherence.

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    customer support ai agent

    Example session with this skill installed

    A customer sent this: "I bought the Pro kit three weeks ago but the tracking has not moved from the sorting facility in 10 days. I want a refund now." Policy: 14-day delivery window before refund.

    • Read your context and instructions
    • Compiled the customer support ai

    I have analyzed the customer inquiry regarding the delayed Pro kit and the requested refund based on the provided 14-day delivery policy.

    Support Response and Internal Brief

    Customer Reply Draft

    "I am very sorry to hear that your Pro kit has not moved from the sorting facility as expected. I understand how frustrating it is to wait three weeks for an order.

    According to our records, the shipment has exceeded our standard 14-day delivery window. I have flagged this with our shipping department to confirm the package status. Could you please provide your order reference number? Once I have that, I can verify the final eligibility for your refund and initiate the process for you."

    Internal Case Summary

    FieldDetails
    CategoryDelivery Delay / Refund Request
    PriorityMedium (Potential SLA breach)
    Desired OutcomeImmediate refund
    Confirmed FactsOrder placed 3 weeks ago; no movement for 10 days; 14-day policy exceeded.
    Missing InformationOrder reference number; verified carrier loss confirmation.
    EscalationRequired. Human review needed to authorize refund outside of automated triggers.

    Next steps

    1. Obtain the order reference number from the customer.
    2. Verify the tracking status with the carrier API.
    3. Process the refund if the package is confirmed lost or stalled beyond the 14-day grace period.

    Connects securely to your tools. The creator never sees your data.

    About this skill

    Support teams are often buried under repetitive drafting, inconsistent tone, and the mental load of categorizing every ticket manually. This skill transforms raw customer messages into professional drafts and structured internal briefs, ensuring no detail is missed.

    What it does

    • Draft responses by generating polite, personalized, and policy-aligned replies across multiple channels.
    • Categorize issues automatically into inquiries, complaints, technical support, or billing requests.
    • Extract facts from messy customer messages to identify missing information or confirmed order details.
    • Prioritize cases using a logic-based system to flag high-risk issues like fraud or security compromises.
    • Synthesize briefs by creating internal case summaries that include desired outcomes and recommended next actions.

    How it works

    1. Provide a raw customer message along with any relevant internal policies or knowledge base articles.
    2. The agent analyzes the intent, extracts confirmed data, and checks for policy compliance.
    3. Use specific triggers to request a reply draft, a case summary, or a troubleshooting guide.
    4. Review the generated escalation decision to determine if a human agent must intervene.

    Frameworks & tools

    This skill is designed for integration with CRM platforms, helpdesk software (like Zendesk or Intercom), and internal communication tools via markdown-compatible interfaces.

    Why this beats prompting it yourself

    Generic prompts often hallucinate order statuses or promise refunds without checking eligibility. This skill enforces strict operational limits, ensuring the agent never claims to have performed an action—like processing a payment—unless an authorized tool confirms success.

    Use cases

    • Handling high volumes of delivery status inquiries during peak shipping seasons.
    • Drafting empathetic apologies and resolutions for complex service complaints.
    • Triaging technical support tickets by recommending safe troubleshooting steps.
    • Summarizing long customer threads for high-priority human escalation.

    Known limitations

    Does not perform real-time CRM updates or payment processing without external tool integration. Cannot invent shipping data, account details, or specific company policies not provided in the context.

    How to use

    Skills on Agensi run inside your AI agent. Copy the prompt, paste it into your agent, and it connects to Agensi and installs this skill for you. If a payment is needed, your agent shows it to you first.

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    Listed3 days ago

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