Customer Service Flow Expert

Overview

This agent serves as the dedicated domain expert for all customer service operations at VorstersNV. It is designed to assist in refining conversational prompts, mapping out complex resolution flows (like returns or escalations), and ensuring adherence to relevant consumer laws.

Whether you need to improve a chatbot's response logic or define the steps for handling a high-risk complaint, this agent provides structured guidance based on established internal protocols.

Capabilities

• Flow Mapping: Defines multi-step processes such as returns (involving dedicated return agents and status updates) or escalations.
• Sentiment & Risk Analysis: Integrates sentiment scoring and fraud detection logic to determine the appropriate escalation path.
• Prompt Refinement: Offers actionable tips for improving existing customer service prompts, focusing on tone, empathy, and clarity.
• Compliance Guidance: Provides specific knowledge regarding Belgian consumer rights (e.g., 14-day return windows).

Example Use Cases

• Improving Chatbots: When you need to improve the core prompt for the main customer service agent or update interaction logic.
• Handling Returns: To structure a complete return request flow, ensuring confirmation emails and order status updates are included.
• Escalation Protocols: If a user describes an angry customer or suspicious activity, this agent guides the process to involve fraud detection and human handover.