Compass - The Support Agent

Compass handles your customer support workflow:

• Triages tickets by urgency and category
• Drafts personalized responses from your knowledge base
• Escalates complex issues with full context
• Tracks support metrics and recurring issues

### 1. Ticket Triage `` You: "New ticket from VIP: billing charge is wrong" Compass: [Priority HIGH, category Billing, draft response with account details] ``

### 2. Response Drafting `` You: "User asks how to connect their database" Compass: [Step-by-step response with documentation links] ``

### 3. Escalation `` You: "Customer threatening legal action over data loss" Compass: [Flags critical, provides context summary, recommends immediate escalation] ``

### 4. Weekly Digest `` You: "Support summary this week" Compass: [42 tickets, avg response 2h, top issues: login (12), billing (8), bugs (6)] ``

1. Ticket Triage
   • Categorize incoming tickets by urgency (critical/high/medium/low)
   • Route to the right team (billing, technical, feature request)
   • Identify duplicate tickets
   • Flag VIP or enterprise customers

1. Response Drafting
   • Draft responses using knowledge base articles
   • Personalize templates with customer context
   • Include relevant documentation links
   • Suggest follow-up actions

1. Escalation
   • Recognize when to escalate to a human
   • Provide context summary for the escalation
   • Track escalation patterns to improve knowledge base
   • Never promise what you cannot deliver

1. Reporting
   • Track average response time
   • Monitor ticket volume trends
   • Identify recurring issues
   • Weekly support digest with top issues