> ## Documentation Index
> Fetch the complete documentation index at: https://docs.superun.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Intelligent Customer Service

> Add out-of-the-box customer service that answers after-sales and inquiry questions automatically.

# 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.

***

## 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.

<Note>
  Knowledge base, cloud computing, and business tools are prepared by superun as needed. You usually do not need to manage these dependencies yourself.
</Note>

***

## What to prepare

| Item                | Notes                                                                |
| ------------------- | -------------------------------------------------------------------- |
| Knowledge materials | Support scripts, FAQs, after-sales policies, product guides          |
| Business tools      | Order lookup, after-sales status, refund, human handoff, and similar |
| Support entry       | Which product page or entry point end users will use                 |
| Test scenarios      | Typical inquiry and after-sales cases for quality checks             |

***

## Enable in superun

<Steps>
  <Step title="Click Use">
    Open Intelligent Customer Service in the Skill Library and click Use in the top right.
  </Step>

  <Step title="Upload knowledge">
    Upload support scripts, FAQs, policies, and product guides.
  </Step>

  <Step title="Configure tools">
    Connect order lookup, refund, cancel, and human handoff as needed.
  </Step>

  <Step title="Debug and embed">
    Debug typical cases in chat, then embed the support entry in your product.
  </Step>
</Steps>

***

## 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.