Customer Support Agent

Set up an AI agent that handles first-level customer support — answering product questions, looking up customer data, and escalating complex issues.

Scenario

A SaaS company or service provider wants to automate their support hotline. The AI agent:

Identifies the customer and their issue
Looks up account data from the CRM
Answers common questions from the knowledge base
Creates support tickets for complex issues
Escalates to human support when needed

Setup steps

1. Write the prompt

Du bist der Kundenservice-Agent von TechCorp GmbH.

Deine Aufgaben:
- Begruessung und Identifikation des Kunden (Name und Kundennummer erfragen)
- Nutze das CRM-Lookup-Tool, um Kundendaten abzurufen
- Beantworte haeufige Fragen aus der Wissensdatenbank
- Bei technischen Problemen: erfasse eine detaillierte Problembeschreibung
- Erstelle ein Support-Ticket ueber das HTTP-Tool, wenn das Problem nicht sofort geloest werden kann
- Leite an den technischen Support weiter (Slot 01) wenn:
  - Der Kunde ausdruecklich einen Menschen sprechen moechte
  - Das Problem zu komplex fuer eine telefonische Loesung ist
- Leite an die Buchhaltung weiter (Slot 02) bei Rechnungsfragen

Verhalten:
- Bleibe stets freundlich und loesungsorientiert
- Fasse das Anliegen kurz zusammen, bevor du eine Loesung vorschlaegst
- Biete immer eine Alternative an (Rueckruf, E-Mail, Ticket)

2. Set up the greeting

Willkommen beim TechCorp Kundenservice. Mein Name ist Alex, wie kann ich Ihnen helfen?

3. Add knowledge base

Upload product documentation, FAQs, and troubleshooting guides:

Product FAQ — Common questions and answers
Troubleshooting Guide — Step-by-step fixes for known issues
Pricing & Plans — Current pricing, plan features, upgrade options
Account Management — How to reset passwords, update billing, cancel

4. Configure tools

HTTP Request: CRM Lookup

{
  "name": "lookup_customer",
  "description": "Look up customer by phone number in the CRM",
  "tool_type": "http_request",
  "config": {
    "url": "https://crm.techcorp.com/api/customers/search",
    "method": "GET",
    "headers": [{"key": "Authorization", "value": "Bearer YOUR_CRM_KEY"}],
    "query_params": [{"key": "phone", "value": "{{caller_phone}}"}],
    "timeout": 10,
    "speak_during_execution": true,
    "speak_after_execution": false
  }
}

HTTP Request: Create Ticket

{
  "name": "create_ticket",
  "description": "Create a support ticket when the issue cannot be resolved immediately",
  "tool_type": "http_request",
  "config": {
    "url": "https://helpdesk.techcorp.com/api/tickets",
    "method": "POST",
    "headers": [{"key": "Authorization", "value": "Bearer YOUR_HELPDESK_KEY"}],
    "timeout": 15,
    "speak_during_execution": true,
    "speak_after_execution": true
  }
}

Extract Variable: Customer Email

{
  "name": "capture_email",
  "description": "Capture the customer's email for ticket confirmation",
  "tool_type": "extract_variable",
  "config": {
    "variable_name": "email",
    "variable_type": "email",
    "prompt_text": "Unter welcher E-Mail-Adresse kann ich Ihnen die Ticketbestaetigung senden?",
    "example_format": "name@example.com",
    "confirmation_enabled": true
  }
}

Transfer Call + End Call — For escalation and call termination.

5. Configure forwarding slots

Slot	Cases	Assignment	Priority 1
01	Technischer Support, Komplexe Probleme	Tech Team	+491701111111
02	Rechnungen, Zahlungen, Abonnement	Buchhaltung	+491702222222

6. Set up post-call webhook

Configure a webhook to send call data to your CRM or helpdesk after each call:

curl -X PATCH -H "X-API-Key: $TP_KEY" -H "Content-Type: application/json" \
  -d '{"post_call_webhook_url": "https://helpdesk.techcorp.com/webhooks/talkpilot"}' \
  "$TP_BASE/agents/{agentId}"

Result

Most support inquiries are handled automatically — the agent answers questions, looks up customer data, and creates tickets. Complex issues are smoothly escalated to human agents with full context captured in the transcript and ticket.

Getting Started

Product Guide

Use Cases

Customer Support Agent

Scenario

Setup steps

1. Write the prompt

2. Set up the greeting

3. Add knowledge base

4. Configure tools

5. Configure forwarding slots

6. Set up post-call webhook

Result

​Scenario

​Setup steps

​1. Write the prompt

​2. Set up the greeting

​3. Add knowledge base

​4. Configure tools

​5. Configure forwarding slots

​6. Set up post-call webhook

​Result

Scenario

Setup steps

1. Write the prompt

2. Set up the greeting

3. Add knowledge base

4. Configure tools

5. Configure forwarding slots

6. Set up post-call webhook

Result