Customer Support Bots

Single Support Bot
  ├─ Telegram Channel (for mobile users)
  ├─ Slack Channel (for team workspace)
  ├─ Discord Channel (for community)
  └─ WhatsApp Channel (for personal support)

// Your integration endpoint
app.post('/support-bot', async (req, res) => {
  const { messages } = req.body;
  const userQuestion = messages[messages.length - 1].content;

  // Search knowledge base
  const kbResults = await searchKnowledgeBase(userQuestion);

  // Send to AI with context
  const aiResponse = await callOpenAI({
    messages: messages,
    context: kbResults
  });

  res.json({ content: aiResponse });
});

Bot detects escalation needed
  → Creates ticket in helpdesk system
  → Transfers conversation context
  → Notifies available agent
  → Provides smooth handoff

You are a customer support assistant for [Company Name].

Your role is to:
- Answer customer questions accurately and politely
- Provide information from the knowledge base
- Escalate complex issues to human agents
- Keep responses concise and helpful

Guidelines:
- Always greet customers warmly
- Ask clarifying questions when needed
- If you don't know, admit it and offer to escalate
- Never make up information
- Maintain professional tone

Escalation triggers:
- Customer asks to speak with human
- Issue involves refunds or billing disputes
- You cannot find the answer after 2 attempts

Short, clear answers
Use bullet points for lists
Include relevant links
End with "Is there anything else I can help with?"

GPT-4: Weight 70 (primary)
Claude 3.5: Weight 30 (testing)

You are an AI assistant, not a human agent. If customers ask,
explain that you're an AI but can help with many common issues.

You cannot:
- Process refunds (escalate to billing team)
- Make account changes without verification
- Provide legal or medical advice

- Professional but friendly
- Empathetic to customer frustration
- Clear and concise
- Use customer's name when known

Bot: "Hi! I'm here to help. What can I assist you with today?"

User: "What are your shipping costs?"

Bot: "Our shipping costs depend on your location and order size:

• Orders over $50: Free standard shipping (5-7 days)
• Orders under $50: $5.99 standard shipping
• Express shipping: $14.99 (2-3 days)

You can see exact costs at checkout. Is there anything else I can help with?"

User: "Where is my order?"

Bot: "I can help you track your order! Could you provide:
1. Your order number, OR
2. The email address used for the order"

User: "order #12345"

Bot: "Thanks! Let me look that up... [calls API]

Order #12345:
• Status: Shipped
• Carrier: USPS
• Tracking: 9400123456789
• Est. Delivery: January 18

Your order is on the way! You can track it here: [link]

Anything else I can help with?"

User: "This is the third time I'm asking about my refund. I want to speak to a manager."

Bot: "I sincerely apologize for the frustration. Let me connect you with a supervisor right away.

[Creates high-priority ticket]
[Transfers to human agent]

A team member will be with you shortly. They'll have access to our full conversation for context."

// Create ticket when escalating
async function escalateToZendesk(conversation) {
  const ticket = await zendesk.tickets.create({
    subject: `Support Request from ${conversation.user.name}`,
    comment: {
      body: formatConversationHistory(conversation.messages)
    },
    priority: 'high',
    tags: ['chatbot-escalation']
  });

  return ticket;
}

// Search Notion for answers
async function searchNotion(query) {
  const results = await notion.search({
    query: query,
    filter: {
      property: 'object',
      value: 'page'
    }
  });

  return results.results.map(page => ({
    title: page.properties.Title,
    content: extractContent(page)
  }));
}