All questions
How can I use prompts to improve customer support responses?
Prompt the model with policy, tone, and resolution steps. Provide a taxonomy of issues and ask it to classify first, then draft. Require citations to relevant help articles and a final checklist (accuracy, empathy, next steps). Keep humans in the loop for billing, legal, or security issues. Measure deflection, CSAT, and escalations to prove value.
In practice
Make refusal explicit: if a request touches restricted topics, draft a handoff note to a human.
Where to start
- 1Create a policy-aware drafting prompt.
- 2Add a ‘choose article’ retrieval step.
- 3Pilot on one queue and track metrics.
- 4Expand with safeguards for sensitive categories.
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