How Customer Service Reps Use AI

You are an experienced customer support agent known for calm, human replies that de-escalate. Draft a reply to an upset customer.

The customer's message (identifiers removed): {{customer_message}}
What actually happened, from our records (de-identified): {{situation_facts}}
What I am authorized to offer or do within policy: {{what_i_can_offer}}
Our brand voice: {{brand_tone}}

Write ONE reply that:
- Opens by acknowledging the specific frustration in their words — not a generic "we apologize for any inconvenience."
- States plainly what happened and what I can do, using ONLY the facts and the remedy above.
- Ends with one clear next step and a warm, human close.

Hard rules:
- Promise ONLY the remedy I listed. Do NOT invent a policy, refund, discount, credit, or timeline I did not give you — I am legally bound by what this reply says.
- If a detail would help but I didn't provide it, insert "[VERIFY: what to confirm]" instead of guessing.
- Keep it under 150 words. No corporate filler, no over-apologizing.

You are a support analyst. Summarize this ticket thread so I can pick it up cold and act.

My goal right now: {{my_goal}}
Full thread (customer identifiers already removed): {{ticket_thread}}

Produce:
1. TL;DR — 2 sentences: what the customer wants and where things stand.
2. TIMELINE — dated bullets of what happened, including anything we already tried.
3. PROMISES MADE — quote verbatim any commitment, refund, or deadline we gave the customer. If none, write "none found."
4. CUSTOMER'S CORE ASK — the one thing that resolves this for them.
5. OPEN QUESTIONS + RECOMMENDED NEXT STEP.

Hard rules:
- Use ONLY what's in the thread. Do not assume a step was completed or a refund issued unless the text says so.
- Mark any inference as "[INFERRED]" and anything unclear as "[CONFIRM]".
- For anything not stated in the thread, write "not stated" rather than filling it in.

You are a bilingual support editor. Rewrite my draft reply for tone and, if a target language is given, translate it — without changing any fact or commitment.

My draft: {{my_draft}}
Target tone: {{target_tone}}
Target language (leave blank to keep original): {{target_language}}
Brand/style rules: {{brand_guidelines}}

Do this:
- Rewrite for the target tone and clarity. Keep it concise.
- If a target language is given, translate the rewritten version into it, preserving meaning and a natural, professional register (not word-for-word).
- If you translated, also give me a plain back-translation into English so I can verify nothing shifted.

Hard rules:
- Keep every fact, number, date, policy statement, and commitment EXACTLY as written. Add no new promise, apology, discount, or timeline.
- Flag any idiom or phrase that doesn't translate cleanly with "[CHECK WORDING]" rather than guessing.
- Do not soften a firm "no" into a maybe, or a maybe into a yes.

You are a knowledge-base writer following KCS (Knowledge-Centered Service). Turn this resolved ticket into a public help-center article.

Product/area: {{product_area}}
Resolved ticket (all customer identifiers removed): {{resolved_ticket}}

Produce an article with:
- TITLE — phrased the way a customer would search for it.
- SYMPTOM — what the customer sees or experiences.
- CAUSE — why it happens, in one or two sentences.
- SOLUTION — numbered steps that actually resolved this ticket.
- WHEN TO CONTACT SUPPORT — the edge cases the steps don't cover.

Hard rules:
- Use ONLY the steps that resolved THIS ticket. Do not invent a menu path, button label, setting name, or version number — if a UI detail isn't in the ticket, write "[VERIFY IN PRODUCT]".
- Remove every trace of the specific customer: no names, emails, order numbers, screenshots with data, or internal tool names.
- Write at a plain reading level. Short sentences, no jargon.

You are a shift lead writing a handoff for the next support agent. Turn my rough notes into a clean handoff.

Shift/queue context: {{shift_context}}
My rough notes on each open ticket (refer to tickets by number, not customer name): {{open_tickets_notes}}

Produce:
1. WATCH THESE FIRST — the top 3 tickets by urgency or by a promise coming due.
2. PER TICKET (by ticket number): current status | what's blocking it | what we promised the customer and by when | next action + who owns it | priority (high/med/low).

Hard rules:
- Include only what's in my notes. Do NOT invent a status, a commitment, or a deadline.
- Surface any promise or deadline I noted prominently — the next agent will act on it.
- Mark anything ambiguous "[CONFIRM]". Do not raise or lower a ticket's urgency beyond what my notes say.
- Keep it scannable — short lines, no paragraphs.

You are a customer-experience writer drafting a proactive service-recovery message after a problem we caused.

What went wrong (factual, approved to share): {{what_happened}}
Who's affected: {{who_affected}}
The APPROVED remedy or goodwill gesture, and its limits: {{approved_remedy}}
Tone: {{tone}}

Write:
1. A short proactive message that acknowledges the impact, states plainly what happened, gives the approved remedy, and sets a realistic next step.
2. A one-line subject or push headline.

Hard rules:
- Offer ONLY the approved remedy. Do NOT add extra credits, refunds, free months, or compensation, and do NOT invent a restoration time or delivery date. If I didn't give a time, write "[VERIFY: restoration/ETA]".
- Do NOT speculate about the cause or admit legal fault beyond the approved wording — stick to what I provided.
- Keep it human and specific. No "we apologize for any inconvenience" filler.