Customer Service Agent Architect
PRODesign AI agents for customer support that handle tickets, route inquiries, provide automated responses, and escalate to humans when needed.
Build an AI customer service agent that handles inquiries with empathy and efficiency. Includes escalation logic, tone management, and resolution tracking.
Example Usage
“Design a customer service AI agent for our SaaS product. It should handle common questions about pricing, billing, and basic troubleshooting. Route technical issues to engineering support, billing questions to finance, and feature requests to product. Integrate with our Zendesk and Slack for escalations. Aim for 80% automated resolution.”
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Suggested Customization
| Description | Default | Your Value |
|---|---|---|
| Customer support platform | zendesk | |
| Ticket routing approach | ai-intent-based | |
| When to escalate to humans | confidence-below-0.7 | |
| Tone of automated responses | professional-friendly |
What You’ll Get
- Intent classification system
- Routing rule configuration
- Auto-response templates
- Agent system prompt
- Escalation workflows
- Platform integration guides
- KPI tracking setup
Research Sources
This skill was built using research from these authoritative sources:
- AI-Powered Ticketing Automation Guide 2025 Comprehensive guide to AI ticketing from Zendesk
- Salesforce AI Ticketing AI ticketing capabilities and best practices
- Top 12 Automated Ticketing Systems 2025 Comparison of automated ticketing solutions
- The 7 Best AI Ticketing Systems Help Scout's guide to AI ticketing systems
- Automated Ticket Routing for Customer Support G2's guide to setting up automated ticket routing
- AI in Customer Service Automation AI strategies for customer service automation