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Query Classification Skill

Classify customer support queries into types with urgency and routing.

3|1|Updated Oct 31, 2025
Search Tags:#automation#customer support#ticket routing#urgency#query classification#customer service#priority
One-click install
npx skills add https://github.com/bandofai/puerto --skill query-classification-skill
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: Query Classification Skill
Source: https://github.com/bandofai/puerto/tree/main/plugins/customer-support/skills/query-classification
Command: npx skills add https://github.com/bandofai/puerto --skill query-classification-skill

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve?

This Skill eliminates manual query sorting, ensuring customer support tickets are accurately categorized and routed to the right team with the correct urgency and priority. It reduces response times and improves resolution efficiency by providing a structured framework for understanding customer needs.

Core Features & Use Cases

  • Automated Query Classification: Categorizes queries into types like Technical, Billing, Account, or General based on keywords and indicators.
  • Dynamic Urgency & Priority Assignment: Determines critical, high, medium, or low urgency and calculates priority based on urgency, customer tier, and business impact.
  • Intelligent Routing Rules: Directs queries to auto-resolve, knowledge base search, or immediate human escalation.
  • Use Case: A customer submits "API returning 401 unauthorized errors". This Skill would classify it as a "Technical Issue" with "High" urgency, assign a "Priority 2", and route it for "KB Search First" before potential escalation to an issue-resolver.

Quick Start

Example: Classifying a customer query

Input: "Production dashboard showing 503 errors, all users affected"

Output:

Type: Technical

Category: System outage

Urgency: Critical

Priority: 1

Routing: immediate_escalation -> L3 Engineering