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#

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

Output format#

1. category + severity
2. draft response
3. escalation recommendation
4. SLA target + required follow-up

Setup#

Read setup.md.

Examples#

See examples.md.