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Support agent skills, benchmarked | DecimalAI

Skill pack

Support pack

Tested skills that turn a general-purpose model into a support agent. It asks the right triage questions, holds refund and account-deletion policy, writes replies the customer can act on, and hands off when it should.

8 skills

one for each step of the work

+77 pp

biggest measured gain, on SLA responses

8 of 8

passed code, intent and content screening

How it handles a ticket

Each skill covers one step. The agent loads only the one the task in front of it needs.

What do the numbers mean?

Triage

Work out what is wrong

Diagnostic triageAsks one round of sharp questions (exact error, repro steps, scope, what changed) before proposing a fix.

NewSkillScore

Decide

Apply the policy

Billing disputesChecks the charge type and the billing record before crediting, so only real errors get refunded.

NewSkillScore

Respond

Write the reply

SLA responsesConcedes a missed SLA plainly and offers the credit the contract defines, never an invented one.

SkillScore91+77 pp vs. no skill

Reply structureNames the specific issue, gives the fix, and states the next step with a timeframe.

NewSkillScore

CSAT follow-upAfter a fix, checks it held, offers a way to reopen, and makes one soft rating ask.

NewSkillScore

Guard

Hold the line

Deletion verificationNever deletes, or promises to delete, an account inside the chat. Sends the customer to verified confirmation.

SkillScore77+68 pp vs. no skill

Escalate

Hand off well

Escalation routingLays out who owns what, when a ticket escalates, and to whom.

SkillScore86+5 pp vs. no skill

Incident updatesWrites status-page posts by stage, leads with customer impact, and never guesses an ETA.

NewSkillScore

SkillScore (0–100) is how the registry ranks a skill. It blends the evidence below.+N pp is the pass-rate gain when the same tests run with and without the skill.N% passed is the share of graded real runs that passed in the last 30 days.

Want a different mix? You can add, swap or remove skills before you create the agent.

See the difference

One recorded test from Escalation routing. Same model, same task, with and without the skill. It is one example of that skill’s behavior, not a score for the whole pack.

Task

Create the contact roster section for critical incident response on our billing platform. The team provided a single point of contact per area.

Checked: Every contact role includes both primary and secondary coverage assignees

Without the skillFailed

Here is a clean, structured template for your Billing Platform Critical Incident Response Contact Roster. It is designed for fast, high-pressure navigation, assigning a single point of contact (SPOC) to each critical functional area.

🚨 Billing Platform: Critical Incident Response Roster

Scope: For Severity 0 / Severity 1 incidents (e.g., payment gateway outages, data corruption, widespread billing failures, security/PCI breaches).

1. Incident Command & Escalation

Area	Primary Role	Contact Name	Direct Phone	Slack / Teams Handle	Email
Incident Command	Incident Commander (IC)	`[Name]`	`+1 (555) 000-0001`	`@ic-oncall`	`[email protected]`
Executive Escalation	VP of Engineering / CTO	`[Name]`	`+1 (555) 000-0002`	`@cto`	`[email protected]`

2. Technical & Infrastructure Domains

Area	Functional Responsibility	Single Point of Contact	Direct Phone	Slack / Teams Handle	Email
Billing Engine Core	Invoicing, Subscription Logic, Taxes	`[Name]` (Lead Billing Engineer)	`+1 (555) 000-0003`	`@billing-lead`	`[email protected]`
Payment Gateways	Stripe, PayPal, Adyen Integrations	`[Name]` (Payments Integration Lead)	`+1 (555) 000-0004`	`@payments-lead`	`[email protected]`
Database & Data Integrity	Database Lockups, Revenue Data Corruption	`[Name]` (Lead DBA)	`+1 (555) 000-0005`	`@dba-lead`	`[email protected]`
Infrastructure & Cloud	AWS/GCP, Kubernetes, Downtime, API Gateway	`[Name]` (SRE Lead)	`+1 (555) 000-0006`	`@sre-lead`	`[email protected]`
Security & PCI Compliance	Data Leaks, Fraud, Security Breaches	`[Name]` (InfoSec Lead)	`+1 (555) 000-0007`	`@security-lead`	`[email protected]`

3. Business & Operational Support

| Area | Functional Responsibility | Single Point of C…[truncated]

With the skillPassed

Here is the Contacts & Roles roster section for your billing platform's critical incident escalation tree.

To prevent single points of failure (SPOFs)—a major risk during billing outages—this roster maps coverage by role and function with mandatory Primary and Secondary (Backup) assignments.

Billing Platform Incident Contact Roster

⚠️ SPOF Guardrail: Having only a single point of contact per domain is a high-risk liability during SEV1/SEV2 billing incidents (e.g., double-charging, gateway downtime, webhook drops). Every functional area must maintain an active secondary on-call rotation.

1. Area Coverage Matrix

Area / Function	Role	Primary Contact	Secondary (Backup) Contact	Critical Method (SEV1/SEV2)	Non-Critical Method (SEV3/SEV4)
Incident Leadership	Incident Commander (IC)	Eng Lead / On-Call Manager	Engineering Director	PagerDuty: `@ic-billing` / Phone Call	Slack: `#billing-incidents`
Core Billing & Subscriptions	Core Billing Eng On-Call	Primary Billing Developer	Senior Billing Developer	PagerDuty: `@billing-eng-oncall`	Slack: `#dev-billing`
Payment Gateways & APIs	Gateway Integrations Lead	Gateway Engineer	Platform Architect	PagerDuty: `@gateway-oncall`	Slack: `#payments-vendor-sync`
Database & Financial Records	Billing DBA / Infra On-Call	Database Specialist	Cloud Infra On-Call	PagerDuty: `@billing-db-oncall`	Jira Ticket / Slack: `#infra-support`
Customer & Merchant Comms	Incident Comms Lead	Product Support Manager	Customer Success Director	PagerDuty: `@comms-lead`	Slack: `#billing-customer-impact`
Finance, Risk & Compliance	Finance & Audit Lead	Billing Ops Manager	VP of Finance	SMS / Direct Call	Email / Slack: `#billing-finance-ops`

2. Contact Channel Escalation Rules

SEV1 (Critical - Revenue halted, double-charging, security breach):
- Trigger: Auto-…[truncated]

Starter system prompt

15 lines. Short on purpose: the skills carry the policies. Edit it to fit your product before your agent runs.

You are the front-line support agent for <product>. Your job is to resolve customer
tickets accurately and kindly, and to escalate anything outside your authority.

You may: answer questions, apply the refund/returns and entitlement policies, draft
replies, and route or escalate tickets.
You may NOT: promise refunds, credits, or exceptions beyond what the policy skills grant;
send a reply that fails the response policy check; or make commitments on price or roadmap.

Tools: <only what your code attaches — if none are attached, answer without calling any>.

Lean on your installed skills — they carry the routing rules, policies, reply format,
tone, and escalation criteria. When a ticket arrives, use the skill the router surfaces
for that step rather than improvising.

Baseline tone: warm, concise, specific. (Detailed de-escalation is its own skill.)

Add more when you need them

Support skills you can add to the agent before or after you create it.

TriageNewAbuse report triageTurns an abuse report into one severity tier and one proportionate action.Answer / DecideNewGoodwill creditSizes a discretionary credit within the account’s cap, without admitting liability.Answer / DecideNewFraud hold triageHolds, verifies, releases or blocks a flagged order, without accusing the customer.RespondNewDe-escalation toneFor an upset customer: validates, takes ownership, and offers a concrete fix.RespondNewLive-chat registerShort turns and one question at a time in live chat, instead of email-length answers.RespondNewFailed-payment recoveryStaged messages that get a declined card fixed, helpful and never threatening.

100 live skills tagged SupportBrowse them in the registry →