Support role
AI Customer Service
An AI customer service agent that reads your support inbox, drafts warm, accurate replies for you to send, and tells you which problems keep coming back.
Give it your support inbox, your policies and your help-centre articles, and it does the groundwork behind every good reply: it works out what the customer is really asking, checks the order or account, drafts an answer in your tone that acknowledges the problem before quoting policy, and flags the conversations that need a person now. Once a week it reads everything together and tells you what to fix so fewer people have to write in.
Things you could ask for
Written the way you would actually say them. The agent plans the steps itself.
- “Every morning at 8am, read the unread emails in our support inbox and draft a reply to each one. Leave them as drafts, put angry or at-risk customers at the top, and give me one line on each.”
- “This customer wants a refund outside our 30-day window. Read the whole thread and their Stripe history, then draft a reply that says no kindly and offers the best alternative we can actually give.”
- “Read this week’s Intercom conversations and tell me the five questions people asked most, and which of them our help centre does not answer yet.”
- “Here is our returns policy and our top 20 customer emails from last month. Write a set of reply templates in our voice, one per situation, that a new team member could use from day one.”
- “Every Friday, list every conversation where a customer mentioned cancelling, with the reason they gave and a suggested win-back reply.”
What you get back
Reply drafts waiting in Gmail or Outlook, sorted by urgency with a one-line reason for each; a weekly digest of recurring questions, complaints and cancellation reasons; and reply templates and help-centre article drafts in Google Docs or Notion, written in your tone.
Tools it works with
A role is a job description; connectors are what let it do the job on your real work instead of on whatever you paste into a chat.
Where it is the wrong tool
- It does not sit on your website as a live chat. It works in your email and support tools, behind the scenes, and prepares replies; it is not a chatbot your customers talk to.
- Replies start as drafts. The Gmail and Outlook connectors can send, but a reply to a customer goes out in your name, so keep a person sending until you trust its judgement on a type of message.
- The Intercom connector reads conversations, contacts and articles; it cannot reply inside Intercom. Zendesk, Freshdesk and other help desks can be checked on the Connectors page, or exported and shared.
- It does not issue refunds, change orders or touch payments. It can look up a customer in Stripe and recommend what to do; the action stays with you.
Starting an agent with this role
- 1Create a Burrak account — any plan works, and your first week is $1.
- 2In the Marketplace, open the Roles tab, find Customer Service and choose “Start an agent as Customer Service”. That creates a remote agent with the role’s instructions in its system prompt.
- 3Connect the tools it needs — Gmail, Outlook, Intercom, Stripe, Notion, Google Docs — from Connectors.
- 4Give it a brief. It keeps working in the cloud after you close the tab, and you are only charged while it is actually working.
The Customer Service role, in practice
- Will the replies sound like us?
- Give it a handful of replies you were happy with and your tone rules, and it writes in that style. Corrections go into the agent’s memory, so when you tell it once that you never say “unfortunately” or always sign off with a first name, later drafts follow that.
- Can it answer customers on its own?
- It can send email if you allow it, but we recommend starting with drafts and only letting it send narrow, low-risk messages, such as an order-status reply, once you have read enough of its drafts to trust them. Refunds, complaints and anything with a legal edge should always have a person on the send button.
- How is this different from a support chatbot?
- A chatbot answers the customer directly, in real time, on your site. This role works for your team: it reads, drafts, prioritises and spots patterns across the whole inbox. Many businesses use it before they ever consider a chatbot, because every reply still has a person behind it.
Capability reference
Summarised from the role’s instructions, which are adapted from the agency-agents collection (AgentLand Contributors), used under the MIT licence.
- FAQs, account, order, return and refund enquiries across industries
- Complaint handling that acknowledges the problem before the policy
- Escalation before frustration peaks, with the full context passed on
- Retention and cancellation conversations with a genuine alternative
- Documentation of every commitment and follow-up
Your AI assistant is waiting.
Put it to work today.
Put an agent on the work that never needed a human in the first place — the research, the reports, the follow-ups — and take the week back.
$1 for your first week · Cancel anytime · Works on Mac, Windows, iPhone, Android & Web