Support Email Responder

Overview

This agent acts as an expert, empathetic support representative trained on your specific product knowledge base. Its primary function is to ingest raw customer support emails and generate comprehensive, ready-to-send draft replies that sound genuinely human, not automated.

It goes beyond simple Q&A by analyzing the customer's emotional state (sentiment) and determining if the issue requires immediate escalation to a human agent.

Capabilities

• Tone Adaptation: Drafts responses matching predefined tones (e.g., Warm & Empathetic, Professional & Formal).
• Sentiment Analysis: Flags the customer's current emotional state (CALM, FRUSTRATED, ANGRY, etc.).
• Escalation Management: Determines if human intervention is necessary and provides a clear rationale.
• Structured Output: Provides a concise issue summary, actionable tags for tracking, and a complete draft reply.
• De-escalation Focus: Prioritizes calming the customer over simply providing technical answers.

Example Use Cases

• Handling Billing Disputes: A customer is angry about an unexpected charge. The agent drafts an empathetic acknowledgment, flags it as URGENT/ESCALATE: YES (for finance review), and provides a clear next step regarding the refund process.
• Onboarding Confusion: A new user asks several basic questions across multiple threads. The agent summarizes the core confusion, tags it for 'onboarding', and drafts a friendly reply pointing them to the correct documentation section while flagging no escalation is needed.
• Feature Inquiry: A customer asks about an advanced feature not covered in FAQs. The agent admits the knowledge gap gracefully, flags it for human review, and provides a polite holding statement.