- name
- customer-support-autopilot
- description
- Classify customer support tickets, draft accurate responses, suggest macros, and route escalations based on risk, SLA, and business impact.
- metadata
- {"openclaw":{"emoji":"🎧"}}
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
- Parse ticket and extract entities.
- Classify category + urgency.
- Draft response with confidence level.
- Recommend escalation path and SLA.
- Output macro + notes for agent.
Output format
- category + severity
- draft response
- escalation recommendation
- SLA target + required follow-up
Setup
Read setup.md.
Examples
See examples.md.