cs-tier1

What problem does it solve?

This Skill prevents customer support metric drift and slow responses by automating triage, measuring NPS/FCR/GRR/first-response time, and drafting safe, reviewable customer communications before issues escalate into churn risk.

Core Features & Use Cases

• CS metric computation and alerting: Computes NPS, First Contact Resolution (FCR), Gross Retention Rate (GRR), average first-response time, and detects open enterprise churn threats against defined thresholds.
• Daily CS brief with redaction and review: Assembles a deterministic daily brief and routes it through a PII redaction step and a draft review step.
• Inbound reply drafting with a Scribe gate: Produces draft replies for incoming tickets and ensures outbound communication goes through telegram-draft-for-review rather than being sent autonomously.
• Refund decisioning with a dual-key gate: Auto-approves refunds up to a configurable ceiling (default $100) and blocks or routes higher-value / sensitive refund intents through draft_review HITL.
• Escalation boundaries: Avoids autonomous handling of Tier-2 engineering/escalation, compliance/data-deletion requests, and marketing-driven outreach by routing those categories to other designated bots.

Quick Start

Ask the system to run the cs-tier1 flow for your support operations to produce the daily CS metrics brief, draft replies for new inbound tickets, and enforce the refund dual-key gate based on your configured ceiling.