---
name: al-116-find-out-why-your-support-bot-escalates-tickets
description: "Review the tickets your AI support agent handed to a human, find the root cause of each, and turn the fixes into test cases. Use when the user wants help with bot improvement (customer support) for a small business."
---

# Find out why your support bot escalates tickets

Review the tickets your AI support agent handed to a human, find the root cause of each, and turn the fixes into test cases.

## Inputs to collect first
Ask the user for anything below that they haven't already given you. Don't guess missing facts.

- Your own material (text, notes or data)

## Instructions

Do the task below with the user's inputs in place of each [bracket].

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.

## Safety checks (share these with the user)

- 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.
- Check names, dates, numbers and any claim against your own source material before you use the answer. AI can misread or invent details.
- Say clearly which parts need a person to review or approve before anything is sent, paid, posted or filed.

## About this skill

- Works with: ElevenLabs ElevenAgents, Intercom Fin, Zendesk AI, ChatGPT, Claude
- Based on this real-world example: https://elevenlabs.io/blog/how-we-solve-22000-support-tickets-every-month-with-elevenagents
- Free prompt from AgentPlaybook Real Estate: https://agentic-library.netlify.app/prompt/al-116-find-out-why-your-support-bot-escalates-tickets/
- To install in an agent that supports Agent Skills, save this file as SKILL.md in a folder with the same name as `name` above (for example in your skills directory). Install steps for Claude.ai, Claude Code, Cursor and Codex: https://agentic-library.netlify.app/skills/