Query Classification Skill

What problem does it solve?

This Skill eliminates manual query sorting, ensuring customer support tickets are accurately categorized and routed to the right team with the correct urgency and priority. It reduces response times and improves resolution efficiency by providing a structured framework for understanding customer needs.

Core Features & Use Cases

• Automated Query Classification: Categorizes queries into types like Technical, Billing, Account, or General based on keywords and indicators.
• Dynamic Urgency & Priority Assignment: Determines critical, high, medium, or low urgency and calculates priority based on urgency, customer tier, and business impact.
• Intelligent Routing Rules: Directs queries to auto-resolve, knowledge base search, or immediate human escalation.
• Use Case: A customer submits "API returning 401 unauthorized errors". This Skill would classify it as a "Technical Issue" with "High" urgency, assign a "Priority 2", and route it for "KB Search First" before potential escalation to an issue-resolver.

Quick Start

Example: Classifying a customer query

Input: "Production dashboard showing 503 errors, all users affected"

Output:

Type: Technical

Category: System outage

Urgency: Critical

Priority: 1

Routing: immediate_escalation -> L3 Engineering