Customer Support

OperationsPhase 2

Lead: CS Orchestrator Agent

10 agents10 planned

Linear: HB-CUST

35 permissions (5 write)Routing+ Prompt Chaining

Architecture Pattern

Customer queries are classified and routed to specialized handlers (account, payment, game, general). Each handler follows a resolution chain. Proactive Support and Knowledge Base agents work in parallel to deflect tickets before they arrive.

Evaluation

6 metrics defined

Error Handling

4 scenarios covered

Self-Improvement

3 human checkpoints

Phase 2: Core Operations

Core Operations. Automated CS via Intercom handles player queries and reduces manual workload. Depends on Phase 1 player data and risk flags.

Tools

IntercomBack Office APILinearSlack API

Goals

Automate support operationsResolve tickets fastReduce human escalationSelf-service knowledge baseProactive issue detectionIn-app notifications & broadcasts

Agent Sizing Rationale

8 agents: 1 orchestrator + 3 support specialists (odd for escalation voting) + 1 quality + 1 knowledge base + 1 proactive support + 1 station message. 3-agent panel votes on whether to auto-resolve or escalate complex tickets.

Support (3-agent resolution panel)

AgentDescriptionComplexityRolesStatusActions

Live Chat AgentHandles real-time player queries via Intercom. Resolves common issues (balance, bonus, verification). Uses conversation history and player context for personalized responses.medium

executor

Ticket Resolution AgentProcesses async support tickets, categorizes issues, and applies resolution playbooks. Handles email and form submissions.medium

executorcommunicator

Escalation & Complaints AgentHandles complex complaints, VIP issues, and regulatory-sensitive queries. Manages formal complaint procedures and tracks resolution.medium

monitor

Quality, Knowledge & Proactive Support

AgentDescriptionComplexityRolesStatusActions

CS Quality & CSAT AgentMonitors response quality, CSAT scores, resolution times, and identifies training gaps. Generates weekly quality reports and flags underperforming resolution patterns.medium

monitoranalystgenerator

Knowledge Base & FAQ AgentMaintains the self-service help center — creates and updates FAQ articles, how-to guides, and troubleshooting flows. Analyzes top ticket categories to proactively create content that deflects future tickets.medium

analystgeneratorcommunicator

Proactive Support AgentDetects player issues before they report them — failed deposits, stuck withdrawals, KYC delays, game errors. Sends proactive messages via Intercom or Station Message to affected players with resolution steps.medium

monitorexecutoranalyst

Station Message & Notifications AgentManages in-app station messages and broadcast notifications. Sends targeted announcements (maintenance, promotions, system updates) to specific user segments or all users. Handles message scheduling, read tracking, and priority levels.simple

monitorexecutorcommunicator

CS Context Enrichment AgentInjects real-time player data into the live chat sidebar when a conversation starts — VIP level, GGR, total bonuses, KYC status, CCF, wallet connection method, active tags, and recent transaction history. Eliminates the need for CS agents to manually look up player profiles.medium

monitoranalyst

Knowledge Base Curator AgentMonitors AI chatbot responses for accuracy and language matching. Flags incorrect answers, auto-updates the knowledge base from Notion documentation, ensures bot responds in the user's detected language, and generates weekly quality reports posted to #cs-improvements.medium

monitorgenerator

CS Orchestrator AgentRoutes tickets to the right agent, manages workload, maintains knowledge base, and reports CS KPIs (CSAT, FCR, response time, escalation rate).complex

orchestratorexecutoranalyst

Agents Used From Other Departments

These agents from other departments feed data into or are called by this department's agents.

Player Intelligence & DataExternal

Segmentation Agent

Player segments determine support priority and tone.

Rewards & VIPExternal

VIP Orchestrator Agent

VIP status triggers priority routing and dedicated support flows.

Risk & FraudExternal

Risk Orchestrator Agent

Risk flags inform CS agents about account restrictions and required verification.

RetentionExternal

Retention Orchestrator Agent

CS surfaces churn signals (complaints, repeated issues) to Retention for proactive intervention.

Product & DesignExternal

Brand & Design System Agent

CS response templates, help center content, and player-facing communications must maintain brand voice and visual consistency.

Compliance & LegalExternal

Responsible Gambling AgentCompliance Orchestrator Agent

Complaints about fairness require compliance-reviewed responses. Legal threats need Legal involvement. Self-exclusion requests must be processed per regulatory requirements.

Wallet & PaymentsExternal

Withdrawal Processing AgentWallet Orchestrator Agent

Payment disputes and stuck withdrawals require coordination with Wallet & Payments. CS agents need wallet status visibility to resolve payment-related tickets.