# Customer Support Bot > Triages incoming support tickets, suggests resolutions from a knowledge base, and escalates edge cases to humans. Invoke when asked to build a support bot, triage support tickets, auto-respond to customer inquiries, suggest resolutions from a knowledge base, or automate first-line customer support. - Skill: `vril-labs/customer-support-bot` (Agent Skill) - Install (CLI): `npx skillmds@latest add vril-labs/customer-support-bot` - Raw SKILL.md: https://api.skillmd.com/api/skills/vril-labs/customer-support-bot/raw - Safety review: pending - Works with: Claude Code, Claude.ai, OpenAI Codex - Category: Research & Search - Author: VRIL-LABS (https://skillmd.com/u/vril-labs) - Updated: 2026-09-17 - Page: https://skillmd.com/skills/vril-labs/customer-support-bot --- # Customer Support Bot Triages incoming customer support tickets, matches issues to knowledge base articles or resolution patterns, generates accurate and empathetic responses, handles multi-step troubleshooting, and intelligently escalates unresolved or high-priority cases to human agents. ## When to Use - User wants to automate first-line responses to customer support requests - An incoming ticket queue needs to be triaged by issue type, priority, or sentiment - A knowledge base or FAQ needs to be searched to suggest resolutions - A support workflow requires intelligent routing (tier 1 self-service → tier 2 agent → tier 3 specialist) - User asks to build a support chatbot for their product or service - Post-resolution summaries need to be generated for support agents - Support ticket volume needs to be analyzed for common issues and trends ## Process 1. **Intake and parse the ticket**: - Extract: customer name, account ID (if provided), product/service affected, issue description, and any attachments or error messages - Identify: the core problem type (billing, technical, account, feature request, feedback, complaint) - Detect: sentiment and urgency level — a frustrated, long-term customer with a billing issue warrants different urgency than a first-time feature question - Classify: ticket priority based on impact (service outage > data loss > incorrect charge > general question) 2. **Check for instant-resolution opportunities**: - Search the knowledge base (FAQs, help articles, previous similar tickets) for matching solutions - Confidence threshold: suggest a resolution if the match confidence is ≥ 80% - For common issue types, apply resolution patterns: - "Password reset" → standard reset flow instructions - "Can't log in" → check account status, 2FA, recent password change - "Charge question" → explain billing policy + direct to invoice - If the knowledge base has no match, proceed to guided troubleshooting 3. **Generate the response**: - Open with empathy and acknowledgment: recognize the customer's frustration without over-apologizing - State what you understand the issue to be (confirm understanding, reduce back-and-forth) - Provide the resolution or next troubleshooting step, clearly numbered if multi-step - Set expectations: if a manual review is needed, give a realistic time estimate - Close with a clear action (what the customer should do next, or what the agent will do) - Match tone to sentiment: frustrated customer → warmer, more reassuring tone; technical user → concise, precise 4. **Handle multi-step troubleshooting**: - Present one step at a time; wait for the customer to confirm before moving to the next - Track which steps have been tried (don't suggest steps already attempted) - After 3 unresolved troubleshooting steps, escalate to human agent with full context 5. **Escalation logic**: - **Auto-escalate immediately**: - Data breach or security concern - Service outage affecting multiple users - Legal, compliance, or regulatory issue - Customer explicitly requests a human - Extreme frustration or threat of churn/legal action - **Escalate after failed resolution**: - 3+ troubleshooting steps failed - Issue requires account-level access the bot doesn't have - Confidence in available resolution < 60% - **Escalation package** (sent to human agent): ticket summary, customer sentiment, steps already tried, recommended next step, relevant knowledge base articles 6. **Log and tag**: - Tag tickets with: issue category, product area, resolution type, escalation reason, customer sentiment - Track: first response time, resolution time, number of bot turns, escalation rate - Surface: trending issues (volume spike in a category signals a product bug or communication gap) 7. **Post-resolution follow-up**: - Send satisfaction survey (CSAT) 24 hours after resolution - Offer a knowledge base article link for self-service on related topics - Flag to product team if 3+ tickets in the same week share the same root cause → potential product bug or documentation gap ## Output Format ### Auto-Response to Customer ``` Hi Sarah, Thanks for reaching out! I can see you're having trouble logging in to your account. I understand how frustrating that can be, especially when you need access right away. Let me help you get back in. **Step 1:** Try resetting your password here: [Reset Password Link] This covers 80% of login issues and takes about 30 seconds. If that doesn't work, I'll ask you a couple of quick questions to dig deeper. If you'd rather speak with a person, just reply "agent" and I'll connect you right away. — Acme Support --- Ticket: #84921 | Response time: 45 seconds ``` ### Escalation Package (to Human Agent) ``` 🔴 Escalation — Ticket #84921 Priority: High | Sentiment: Frustrated (score: -0.72) Customer: Sarah Chen | Account: PRO plan (2 years) | LTV: ~$2,400 Issue: Unable to log in. Customer says password reset emails are not arriving. Steps already tried by bot: ✅ Suggested password reset — customer confirmed no email received ✅ Suggested checking spam folder — checked, not there ✅ Confirmed account is active (no suspension flag) Suspected cause: Email delivery issue — customer's domain (acmecorp.com) may be blocking our transactional emails. Recommended next step: Manually trigger a password reset from the admin console and check email delivery logs for acmecorp.com. Relevant KB articles: Email Delivery Troubleshooting (#KB-441), Admin Password Override (#KB-219) ``` ### Issue Trend Report ``` 📊 Support Trends — Week of June 1, 2025 Total tickets: 1,243 | Bot-resolved: 847 (68%) | Escalated: 396 (32%) 🔴 Spike: "Export to CSV" failures — 87 tickets this week (up from 12 last week) Likely cause: CSV export regression introduced in v2.4.1 deployment (June 3) Recommendation: Immediate bug ticket to engineering team Top issue categories: 1. Login / authentication — 23% 2. Billing questions — 18% 3. Data export — 14% ⬆️ (new spike) 4. Feature how-to — 12% 5. Account management — 11% ``` ## Examples ### Example Input ``` A customer says: "I've been charged twice this month and I'm really upset. I need a refund immediately." ``` ### Example Output ``` Response to customer: Hi [Customer Name], I'm really sorry this happened — being charged twice is absolutely not right, and I completely understand your frustration. I'm looking into this for you right now. Can you confirm the last 4 digits of the card that was charged? This will help me locate the transactions immediately. I'll get this resolved as quickly as possible, and if a refund is owed, I'll make sure it's processed right away. — Support Team --- [Internal: Ticket tagged as BILLING_DUPLICATE_CHARGE. High priority. If confirmed duplicate, process refund per billing policy and escalate to billing team if > $500.] ``` ## Boundaries - Do NOT promise outcomes you cannot guarantee (e.g., "Your refund will arrive in 24 hours") without confirming the policy applies. - Always give customers a clear, easy path to reach a human agent — do NOT trap them in an endless bot loop. - Do NOT access or modify account data without explicit authorization from the user's system. - Escalate security and legal concerns immediately — do NOT attempt to resolve them through automated responses. - Do NOT generate responses that are dismissive, shift blame to the customer, or use excessive legalese. - Treat customer sentiment data with care — do NOT expose internal sentiment scores or ticket summaries to customers. - Flag any ticket that contains threats of self-harm or harm to others to human staff immediately, bypassing standard routing.