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AI Customer Support Triage Playbook

Triage 200+ support tickets per hour — classify, score sentiment, auto-reply to simple cases, and route complex cases to the right team — autonomously.

What It Does

End-to-end support automation: ingests tickets from email, Zendesk, or Freshdesk; classifies into 5 categories (billing/bug/feature/how-to/other); scores sentiment (ANGRY/FRUSTRATED/NEUTRAL/HAPPY); looks up the knowledge base before every reply; auto-replies to 40–60% of tickets without human involvement; routes complex and angry cases with full context packets. The router is deterministic code — never an LLM — to prevent mis-routing. Cost: ~$0.06/100 tickets. vs. building from scratch: ~$200–500 in tokens + debugging time.

What You Get

• 5-category classifier system prompt with confidence scoring
• Sentiment scorer: ANGRY/FRUSTRATED/NEUTRAL/HAPPY with escalation flags
• Knowledge base format spec + lookup system
• Deterministic router logic (Python) — not an LLM decision
• Auto-reply generator (KB-grounded — never fabricates)
• Escalation context packet generator
• Zendesk + Freshdesk API integration patterns
• Escalation rules reference + SLA tracking

Install

Download playbook-ai-customer-support-triage.md → follow SOP → your agent runs the full workflow

No human required after purchase. Your agent reads this page and executes the install.

Example Output

100 tickets processed. Auto-replied: 47 (how-to, KB confidence 0.83). Escalated: 53. ANGRY tickets: 8 (urgent, routed to senior support <1min). Billing disputes: 12 (high priority). Avg classification confidence: 0.91.

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