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在 OpenClaw 中安装
/install customer-support-autopilot
功能描述
Classify customer support tickets, draft accurate responses, suggest macros, and route escalations based on risk, SLA, and business impact.
使用说明 (SKILL.md)
Customer Support Autopilot
Purpose
Improve support response speed and consistency while reducing risk.
Core capabilities
- classify incoming tickets by intent/severity
- draft response suggestions in brand tone
- propose macro usage and next actions
- route to L1/L2/L3 based on policy
- detect risky cases (legal, security, billing, fraud, abuse)
Guardrails
- never invent policy promises
- never disclose sensitive internal info
- escalate regulated/high-risk cases immediately
- include reference IDs when available
Workflow
- Parse ticket and extract entities.
- Classify category + urgency.
- Draft response with confidence level.
- Recommend escalation path and SLA.
- Output macro + notes for agent.
Output format
- category + severity
- draft response
- escalation recommendation
- SLA target + required follow-up
Setup
Read setup.md.
Examples
See examples.md.
安全使用建议
This skill appears internally consistent, but before enabling it: 1) confirm it will only access ticket text and the specific policy documents you provide (avoid giving it broad system or cloud credentials); 2) test outputs in a staging environment to ensure drafts don't leak internal/external-sensitive data or make unauthorized promises; 3) enforce least-privilege integration with your ticketing system and add logging/audit of automated suggestions; and 4) ensure the 'Guardrails' in SKILL.md are enforced in deployment (reject or escalate any items touching legal/security/billing by policy rather than auto-responding).
功能分析
Type: OpenClaw Skill
Name: customer-support-autopilot
Version: 1.0.0
The skill bundle is a standard set of instructions for a customer support AI agent. It contains no executable code, external dependencies, or suspicious network/file system requests. The instructions in SKILL.md and setup.md are focused on ticket classification and response drafting, and they include explicit guardrails against disclosing sensitive internal information.
能力评估
Purpose & Capability
Name, description, and SKILL.md capabilities (classify tickets, draft responses, suggest macros, route escalations) align; setup.md asks for expected local policy artifacts (taxonomies, SLAs, escalation contacts) which are appropriate for this purpose.
Instruction Scope
SKILL.md only describes parsing tickets, extracting entities, classifying, drafting responses, and recommending escalations. It does not instruct reading unrelated system files, accessing external endpoints, or using environment variables beyond expected policy references.
Install Mechanism
No install spec and no code files (instruction-only), so nothing is downloaded or written to disk by the skill itself.
Credentials
The skill declares no environment variables, credentials, or config paths; setup.md's requested references (policies, escalation contacts) are reasonable and relevant to operation.
Persistence & Privilege
always is false and there is no indication the skill modifies other skills or system-wide settings. The default ability for the agent to invoke the skill autonomously is present but not combined with other red flags.
如何使用
- 确保已安装 OpenClaw（本地或 Docker 部署）
- 在对话框中输入安装命令：
/install customer-support-autopilot - 安装完成后，直接呼叫该 Skill 的名称或使用
/customer-support-autopilot触发 - 根据 Skill 的参数说明提供必要输入，即可获得结构化输出
版本历史
v1.0.0
- Initial release of customer-support-autopilot skill.
- Classifies incoming support tickets by intent and severity.
- Drafts response suggestions in brand tone with confidence levels.
- Recommends macro usage, next actions, and escalation paths (L1/L2/L3).
- Detects and escalates high-risk cases (legal, security, billing, fraud, abuse).
- Enforces guardrails: no invented policies or sensitive info disclosure.
- Provides clear output format for easy agent handoff.
元数据
常见问题
Customer Support Autopilot 是什么？
Classify customer support tickets, draft accurate responses, suggest macros, and route escalations based on risk, SLA, and business impact. 它是一个面向 Claude Code / OpenClaw 的 AI Agent Skill 插件，目前累计下载 241 次。
如何安装 Customer Support Autopilot？
在 OpenClaw 或 Claude Code 对话框中运行命令「/install customer-support-autopilot」即可一键安装，无需额外配置。
Customer Support Autopilot 是免费的吗？
是的，Customer Support Autopilot 完全免费，采用 MIT-0 许可证，可自由下载、安装和使用。
Customer Support Autopilot 支持哪些平台？
Customer Support Autopilot 跨平台运行，可在任意部署了 OpenClaw / Claude Code 的环境中使用（cross-platform）。
谁开发了 Customer Support Autopilot？
由 ASP（@anugotta）开发并维护，当前版本 v1.0.0。
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