Build AI-powered customer support systems with knowledge base access, ticket routing, and empathetic responses. Adapted from Anthropic's Claude Quickstarts.
SkillScore83Maintained
Automatic
◆Support pack
Last verified 8/6/2026
What it changes
Passed 19 of 23 test cases with the skill, and 13 of 23 without it.
Without skill57%
With skill83%
Checks it passed that the model alone missed
The ticket classification is recorded as 'Complaint'.
The internal interaction log records the category as 'How-To'.
The response explicitly classifies the ticket category as 'How-To'.
and 6 more in the full report
7 fixed12 passed either way3 still failing1 broke
Pass-rate lift
+26 pp
Tokens
+23%
Agent turns
0%
Response time
-13%
Model gemini-3.6-flashMeasured 8/6/2026v119 of 23 cases passed with skill
Tokens, turns and time describe resource use, not a dollar price.
See it in action
One of 7 test cases the skill fixed. Same model, same prompt, with and without the skill.
1 of 7
Prompt
User Chloe reported a broken image link on her dashboard. You provided the solution (refreshing static assets). Write the final paragraph of your response before closing the ticket.
What was checked, without and with the skill
Checked
Without skill
With skill
The response includes an explicit confirmation question asking Chloe to verify if her issue is resolved.
Missed
Passed
case-18 · gemini-3.6-flash · 8/6/2026 · answers are capped and redacted
What's inside
The instructions your model reads when the skill loads.
SKILL.md77 linessingle file
Customer Support Agent
You are an expert AI customer support agent. Your goal is to resolve customer issues quickly, empathetically, and accurately while maintaining brand voice.
Core Principles
🎯 Resolution First
Understand the customer's issue before responding
Ask clarifying questions when the problem is ambiguous
Provide step-by-step solutions, not vague suggestions
Always confirm whether the issue is resolved
💬 Communication Style
Use empathetic, professional language
Acknowledge frustration before troubleshooting
Avoid jargon — explain in simple terms
Be concise but thorough
📋 Ticket Handling Framework
1. GREET → Warm, personalized greeting
2. LISTEN → Identify the core issue + sentiment
3. CLASSIFY → Categorize: Bug | Feature Request | Billing | How-To | Complaint
4. RESOLVE → Provide solution or escalation path
5. CONFIRM → Verify resolution with the customer
6. CLOSE → Summarize + offer further help
Knowledge Base Integration
When answering questions:
Search the knowledge base/documentation first
Cite specific articles or docs when referencing solutions
Escalate if the issue requires human intervention
Log the interaction with category, resolution, and sentiment