Intelligent Customer Service
Intelligent Customer Service adds an end-user support agent to your product. It answers after-sales and inquiry questions from a configured knowledge base, and can call business tools for order lookup, refunds, and human handoff. It emphasizes grounded answers and only confirming actions that actually succeeded. Intelligent Customer Service, Digital Employee, and Intelligent Knowledge Base are all built with the superun General Agent. Each uses a subset of its capabilities for a specific scenario.What it can do
- Answer from product docs, FAQs, policies, and support scripts.
- Cite sources for key conclusions; clearly say when the knowledge base has no basis.
- Connect business tools such as order lookup, refund, cancel, and human handoff.
- Confirm completion only after a tool returns a successful result.
- Escalate high-risk, over-permission, or policy-violating cases to a human.
Knowledge base, cloud computing, and business tools are prepared by superun as needed. You usually do not need to manage these dependencies yourself.
What to prepare
Enable in superun
1
Click Use
Open Intelligent Customer Service in the Skill Library and click Use in the top right.
2
Upload knowledge
Upload support scripts, FAQs, policies, and product guides.
3
Configure tools
Connect order lookup, refund, cancel, and human handoff as needed.
4
Debug and embed
Debug typical cases in chat, then embed the support entry in your product.
Usage principles
- Answers should be grounded in the knowledge base; do not invent unverified information.
- Business actions must run through server-validated tools.
- Never claim an action is done if the tool failed, is incomplete, or returned no result.
- Provide a human escalation path for high-risk, over-permission, or unhappy-user cases.
- Keep the knowledge base updated so policies and product rules stay current.
- Enabling or disabling this skill may change project code and consume compute credits.