This AI support analyst agent task automates customer support ticket summarisation. The task configuration outlines how to:

Process lengthy support tickets to extract essential information
Generate structured, scannable summaries of customer issues
Identify and highlight critical ticket elements and priorities
Maintain contextual relationships between key details
Flag urgent matters requiring immediate attention

As a modular task, it integrates seamlessly with existing ticketing and CRM systems, enabling AI agents to execute systematic ticket processing within established support workflows. The task specification includes outputs for summary generation, priority assessment, and issue categorisation, adaptable across various support environments and customer service frameworks. The configuration supports customisation to align with organisation-specific summarisation requirements and service quality standards[
  {
    "ticket_id": "TKT-2024-03-15-001",
    "customer_info": "John Smith, Account #12345, Premium Subscriber",
    "main_issue": "Persistent login failures and data sync issues with cloud storage service",
    "key_points": [
      "Unable to log in to account for past 48 hours",
      "Critical work documents not syncing to mobile device",
      "Password reset attempts unsuccessful",
      "Two-factor authentication causing additional complications"
    ],
    "issue_chronology": [
      "13/03:Initial login issues reported",
      "14/03:Customer attempted password reset",
      "15/03:Customer contacted support after continued failures"
    ],
    "product_references": [
      "CloudStore Pro",
      "MobileSync App v2.1"
    ],
    "customer_sentiment": "Frustrated and concerned about data loss",
    "urgency_flag": true,
    "next_steps": [
      "Verify account security status",
      "Investigate recent changes to authentication system",
      "Check data integrity on server side",
      "Offer temporary alternative access method if possible"
    ]
  },
  {
    "ticket_id": "TKT-2024-03-15-002",
    "customer_info": "Sarah Johnson, Account #67890, Basic Plan",
    "main_issue": "Billing discrepancy and subscription upgrade confusion",
    "key_points": [
      "Unexpected charge on latest invoice",
      "Unclear about features included in recent upgrade",
      "Difficulty understanding new pricing structure",
      "Requesting clarification on billing cycle"
    ],
    "issue_chronology": [
      "10/03:Customer upgraded subscription",
      "14/03:Received invoice with unexpected charges",
      "15/03:Contacted support for clarification"
    ],
    "product_references": [
      "Basic Plan",
      "Premium Plan features"
    ],
    "customer_sentiment": "Confused and slightly annoyed",
    "urgency_flag": false,
    "next_steps": [
      "Review account upgrade history",
      "Explain new pricing structure and feature set",
      "Offer to go through the invoice in detail",
      "Consider goodwill gesture if misunderstanding is on our part"