customer-support-autopilot

by anugotta

Classify customer support tickets, draft accurate responses, suggest macros, and route escalations based on risk, SLA, and business impact.

View Chinese version with editor review

安装

claude skill add --url https://github.com/openclaw/skills

文档

Customer Support Autopilot

Purpose

Improve support response speed and consistency while reducing risk.

Core capabilities

classify incoming tickets by intent/severity
draft response suggestions in brand tone
propose macro usage and next actions
route to L1/L2/L3 based on policy
detect risky cases (legal, security, billing, fraud, abuse)

Guardrails

never invent policy promises
never disclose sensitive internal info
escalate regulated/high-risk cases immediately
include reference IDs when available

Workflow

Parse ticket and extract entities.
Classify category + urgency.
Draft response with confidence level.
Recommend escalation path and SLA.
Output macro + notes for agent.

Output format

category + severity
draft response
escalation recommendation
SLA target + required follow-up

Setup

Examples

See examples.md.