客服自动化
customer-support-autopilot
by anugotta
Classify customer support tickets, draft accurate responses, suggest macros, and route escalations based on risk, SLA, and business impact.
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
Read setup.md.
Examples
See examples.md.
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