Service Agents

Transform your customer support with AI Service Agents.

Support Ticket Triage Agent

  • task:Automatically categorize, prioritize, and route inbound support tickets to the correct agent or department, ensuring customers receive the fastest possible resolution.
  • system access:Helpdesk Software (e.g., Zendesk, Freshdesk), Knowledge Base, CRM.
  • data access:Inbound ticket text (subject and body), customer history from the CRM, and knowledge base article data.
  • why do this:Manually sorting through support tickets is a slow process that delays issue resolution, increases agent workload, and can lead to customer frustration.
  • value of doing this:
    • Reduces average ticket handling time by automatically routing tickets to the right agent.
    • Increases customer satisfaction with faster response and resolution times.
    • Improves support team efficiency by reducing manual triage work.
  • how to do this:Ingest inbound tickets in real-time, analyze the text using natural language processing (NLP), classify the ticket based on predefined rules, and assign it a priority and a designated recipient.
  • when to do this:Real-time. The agent should run continuously, triaging tickets the moment they are submitted.
  • frequency:Continuous
  • skill level:Mid-level
  • risks:Medium
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Instructions
  1. Connect to the helpdesk software API.
  2. Continuously monitor for new support ticket submissions.
  3. Upon submission, use an NLP model to analyze the ticket's text and classify its topic (e.g., Billing, Technical Issue, Product Question).
  4. Assign a priority level based on keywords or customer type.
  5. Automatically route the ticket to the appropriate agent or team queue.
  6. Tag the ticket with the determined topic and priority.

Customer Self-Service Assistant

  • task:Provide instant, conversational support to customers on a website or app, guiding them to answers from a knowledge base or performing simple actions.
  • system access:Website, Knowledge Base, CRM, Customer Portal.
  • data access:Knowledge base articles, FAQs, chat history, and customer account data.
  • why do this:Customers today expect immediate, 24/7 support. This provides instant answers to common questions and reduces the workload on live support agents, lowering operational costs.
  • value of doing this:
    • Provides instant, 24/7 support availability.
    • Reduces support costs and live agent workload.
    • Improves customer satisfaction by resolving common issues immediately.
  • how to do this:The agent will engage with the customer via a chat interface, understand their query using natural language understanding, search a linked knowledge base for a relevant answer, and present the information conversationally.
  • when to do this:Real-time. The agent is active on a website or app, ready to respond to a customer query at any time.
  • frequency:Continuous
  • skill level:High-level
  • risks:High
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Instructions
  1. Integrate the agent into the designated website or app interface.
  2. Wait for a customer to initiate a chat.
  3. Use a natural language understanding model to interpret the customer's query.
  4. Search the knowledge base for the most relevant articles or information.
  5. Generate a conversational response and present the answer to the customer.
  6. If the query cannot be resolved, offer to escalate the conversation to a live agent.

Customer Feedback Analyst

  • task:Analyze customer feedback from various sources (e.g., surveys, reviews, support tickets) to identify key trends, emerging issues, and overall customer sentiment at scale.
  • system access:Survey Platforms (e.g., SurveyMonkey, Typeform), Review Sites (e.g., G2, Capterra), CRM, Social Media Monitoring Tools.
  • data access:Text-based feedback from surveys, social media comments, review sites, and support ticket notes.
  • why do this:Manually analyzing large volumes of qualitative feedback is impossible, leading to missed insights that could improve products, services, and customer satisfaction.
  • value of doing this:
    • Provides actionable insights for product development and marketing.
    • Enables proactive identification of issues before they become widespread.
    • Measures and tracks changes in customer sentiment over time.
  • how to do this:The agent will ingest feedback data, run it through a sentiment analysis model to determine positive or negative tone, and apply topic modeling to categorize common themes and keywords.
  • when to do this:Scheduled. The agent runs at a regular interval to provide a continuous pulse on customer feedback.
  • frequency:Daily
  • skill level:High-level
  • risks:Low
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Instructions
  1. Connect to all designated feedback sources (e.g., survey tool API, social listening platform).
  2. On a scheduled basis, pull all new text-based feedback.
  3. Run a sentiment analysis model on each piece of feedback to determine its tone.
  4. Run a topic modeling model to identify and categorize common themes and keywords.
  5. Generate a summary report that visualizes sentiment trends and key topics over time.
  6. Send the report to the relevant product, marketing, or leadership teams.

Escalation Risk Monitor

  • task:Proactively monitor critical business processes to identify potential risks or bottlenecks (e.g., a delayed shipment, a support ticket at risk of breach) and alert the right team before a crisis occurs.
  • system access:CRM, Supply Chain Management Software, Helpdesk Software, IoT data from logistics.
  • data access:Shipment tracking data, order processing timelines, support ticket history, and CRM deal stage data.
  • why do this:Small issues can quickly become major crises that damage customer relationships and financial performance. This agent provides a strategic, proactive layer of oversight to mitigate risk before it escalates.
  • value of doing this:
    • Reduces customer churn by preventing service disruptions.
    • Minimizes financial losses from delayed shipments or missed SLAs.
    • Provides leadership with real-time risk visibility.
  • how to do this:Monitor designated data streams for triggers that indicate a potential risk, analyze the context of the event, and send a prioritized alert to the relevant team or manager.
  • when to do this:Continuous. The agent is active at all times, monitoring data in real-time.
  • frequency:Continuous
  • skill level:High-level
  • risks:High
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Instructions
  1. Connect to all designated system APIs.
  2. Continuously monitor data for events that exceed pre-set thresholds (e.g., a sales deal in a single stage for more than 30 days, a support ticket open for 24 hours with no response).
  3. Upon detecting a trigger event, pull all associated data to contextualize the issue.
  4. Send a high-priority alert to the designated owner or team via email or a communication channel like Slack.
  5. Log the escalation alert in a risk management dashboard.

Returns and Logistics Agent

  • task:Automate the entire returns process, from initiating a return request and generating a shipping label to tracking the item and updating inventory.
  • system access:eCommerce Platform, ERP, Shipping Carrier Software (e.g., FedEx, UPS).
  • data access:Order history, customer information, product details, and return policy rules.
  • why do this:The returns process is a major operational burden and a source of customer frustration. This agent automates the process to make it fast, efficient, and transparent for everyone involved.
  • value of doing this:
    • Reduces the administrative overhead of manual returns processing.
    • Improves customer satisfaction with a seamless and transparent returns experience.
    • Accelerates the return-to-inventory cycle, increasing efficiency.
  • how to do this:Receive a customer return request, validate it against policy, generate a return merchandise authorization (RMA) and shipping label, and automatically update the system when the item is received.
  • when to do this:On-demand. The agent is activated whenever a customer submits a return request.
  • frequency:On-demand
  • skill level:Mid-level
  • risks:Medium
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Instructions
  1. Connect to the designated eCommerce and ERP platforms.
  2. Monitor for new customer return requests.
  3. Upon a request, pull the customer's order history and validate the return against the company's return policy.
  4. Generate a unique RMA number and a pre-paid shipping label.
  5. Send the label and instructions to the customer via email.
  6. Track the return shipment. Once the item is received, initiate an automatic refund or store credit and update inventory levels.

Warranty & Claims Manager

  • task:Streamline the warranty claims process by automatically validating, approving, and processing claims based on product data and predefined business rules.
  • system access:Claims Management System, Customer Database, Product Catalog, Payment Processor.
  • data access:Customer purchase history, product warranty details, claim form submissions, and customer support ticket history.
  • why do this:Manual claims processing is slow, inconsistent, and can lead to customer disputes and a loss of trust. This agent provides a fast, fair, and reliable claims resolution process.
  • value of doing this:
    • Faster claims resolution, improving customer trust and loyalty.
    • Reduces administrative costs and workload for the claims team.
    • Ensures consistent and compliant claim processing.
  • how to do this:Ingest a claim form, validate the product against the warranty, approve or deny the claim based on a series of rules, and initiate a payment or product replacement.
  • when to do this:On-demand. The agent is activated when a new claim is submitted.
  • frequency:On-demand
  • skill level:Mid-level
  • risks:High
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Instructions
  1. Connect to the claims management system and customer database.
  2. Monitor for new warranty claim submissions.
  3. Upon a submission, pull the customer's purchase history and product details.
  4. Run the claim through a rules engine that validates it against warranty terms, purchase dates, and product type.
  5. If the claim is approved, initiate the appropriate action, such as sending a replacement order to the warehouse or initiating a refund via the payment processor.
  6. If the claim is denied, send an automated notification to the customer with an explanation.