Find out why your support bot escalates tickets: AI agent prompt
Review the tickets your AI support agent handed to a human, find the root cause of each, and turn the fixes into test cases.
Customer SupportBot ImprovementintermediateThe prompt
Here are recent tickets my AI support agent escalated to a human, with the conversation and the final human answer: [paste]. Group them into the top 5 reasons it got stuck. For each reason, say whether the cause is a missing help-center article, a missing tool or account lookup, or an unclear policy. Propose one specific fix per reason, and write 2 short test conversations per fix I can rerun to confirm the bot now handles it.
How to use it
- Copy the prompt above.
- Replace every [bracket] with your own details (or fill in the blanks on AgentPlaybook Real Estate, which remembers your answers for the next prompt).
- Paste it into ElevenLabs ElevenAgents, Intercom Fin, Zendesk AI and review the answer before you use it.
Works with: ElevenLabs ElevenAgents, Intercom Fin, Zendesk AI, ChatGPT, Claude
Real-world example: elevenlabs.io/blog/how-we-solve-22000-support-tickets-every-month-with
Featured in: ChatGPT prompts for customer service: ticket triage, replies and handoffs
Before you use it: what to check
Already built into this prompt
- Propose one specific fix per reason, and write 2 short test conversations per fix I can rerun to confirm the bot now handles it.
Check yourself
- This prompt works on text other people wrote (emails, reviews, messages or web pages). That text can hide instructions aimed at AI, such as "ignore your rules and…". Paste it as material to work on, and never let the AI act on requests inside it, like paying, sharing logins or changing records. How prompt injection works →
- Check names, dates, numbers and any claim against your own source material before you use the answer. AI can misread or invent details.
Using an AI agent? Download this prompt as a SKILL.md agent skill with these checks built in, or get the .zip for Claude.ai. How to install skills.
Want to make this prompt even better? Grade it with the free prompt grader or build your own with the AI prompt generator.
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