Three support-ops skills: triage + voice-handoff + KB auto-generation from resolved tickets.
Three Claude skills that go deep on the customer-service operational loop: inbound ticket triage + voice-agent handoff scoring + self-service KB auto-generation from resolved tickets. Companion to the CX AI flagship for teams that want to start with the operational wins before investing in the full platform blueprint.
Coming soon — content is being finalized. Email josh@thetalkinghedge.com to be notified when this pack ships.
Inbound Ticket Triage Agent
Claude agent that ingests every new support ticket, classifies it by product area + urgency + intent, routes to the right tier or team, suggests the KB article that answers it, and pre-drafts the first reply for human review. Converts the "pile of unsorted tickets" into a prioritized queue in seconds, not hours.
KB Article Auto-Generator (From Resolved Tickets)
Watches resolved tickets, detects the ones representing novel/recurring issues, and auto-drafts a knowledge-base article with the resolution path. Reviewer approves → publishes to Zendesk/Intercom Help Center → future tickets on the same issue get auto-resolved. Turns support volume into a compounding-content machine instead of a Sisyphean pile.
Voice Agent Handoff Scorer (Call Center QA)
Scores voice-agent interactions before escalating to human: intent-captured? sentiment OK? resolution complete? next-step clear? If any fails, auto-hands-off to a live agent with the full context packet. Prevents the classic "AI agent kept the angry customer in a loop for 12 minutes" failure mode.