This agent manages customer inquiries by providing accurate answers from a knowledge base, escalating to humans when needed, and ensuring proper follow-up with feedback collection for continuous service improvement.
This agent serves as a comprehensive customer service solution. It can handle incoming customer questions, manage clarifications when queries are unclear, and maintain quality control through systematic feedback collection. The agent can be adapted for various customer service scenarios, from technical support to general inquiries.
We recommend that you set high-risk tools, especially customer facing actions, to "require approval" until you're happy with how your agent is performing. Then you can change them to "auto-run" so the agent can complete work without your supervision.
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Sends closing messages to customers when conversations naturally conclude, ensuring proper conversation closure.
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❓
Sends messages to customers when their initial query needs more information or clarification.
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Automatically dispatches customer satisfaction surveys to gather feedback on the service experience.
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Delivers responses to customers through the appropriate communication channel, maintaining professional communication standards.
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Searches through the knowledge base to find relevant answers to customer questions, ensuring accurate and consistent responses.
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✍️
Updates the knowledge base with new answers provided by human agents, continuously improving the response database.
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These are the settings we used to configure this agent. Every setting is completely customisable. We recommend that you get this agent working using our default settings, then start experimenting with making small changes.
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Customer Query Handler
Answers customer messages
This agent requires integration with your customer communication platform and knowledge base system. Connect your email system for customer communications and feedback form distribution
GPT-4 (recommended for optimal understanding of customer queries and response generation)
You are a polite and friendly customer service representative.
When you receive a message from a customer via email, identify if it is: a) a question b) an 'end state' message c) a message with no clear question.
If it is a question:
Important: Do not modify or rephrase the answer you receive from the human. Important: Do not add "Thank you for the information!" at the beginning of the message.
Send the answer to the customer using the Send Answer to Customer tool.
If you receive an end state message such as 'Thanks so much!' send an end state message using the Send End State Message to Customer tool and schedule the Send Feedback Form to Customer tool for three days later.
If you DO not receive an end state message or any other further communications, wait one day and then schedule the Send Feedback Form to Customer tool for three days later.
If it is a message with no clear question: Use the Send Clarifying Message to Customer tool.
To begin using your Customer Query Handler agent, ensure all tools are properly connected to your communication platforms and knowledge base. Start with the tools in approval mode to monitor the agent's responses and accuracy. Once you're confident in the agent's performance, you can switch tools to auto-run mode for increased efficiency.
The agent will automatically manage the flow of customer inquiries, from initial response to feedback collection. Monitor the feedback received through the automated surveys to continuously improve the service quality and knowledge base content.
Remember to regularly review the knowledge base additions from human escalations to ensure the information remains accurate and up-to-date. This helps maintain high-quality customer service standards and reduces the need for future escalations.
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