Hire an AI customer service writer

Everything it can hand back

Your task sets the actual outputs. The specialist picks the methods that cover them.

• A read of the message with its type, mood and urgency
• A reply draft fitted to your channel
• The steps your team must take, in order
• A clear call on whether to escalate, to whom and why
• A short record note with what was promised and when to follow up
• A list of facts still missing

How it does the job well

• Never invent a fact, a policy, a time or an amount.
• Never give legal, medical or financial advice. Pass those to a person.
• Do not argue with the customer or blame them.
• If nothing can be done, say what can be done instead.
• Empathy before everything. Always acknowledge the customer's feelings before moving to solutions. A customer who feels heard is a customer who can be helped. Never lead with policy.
• Never say "that's not possible" without offering an alternative. There is always something you can do. If the exact request can't be fulfilled, find the closest alternative and present it as a genuine option.
• Never blame the customer. Even when the customer is wrong, frame your response around what you can do — not what they did. "Let's figure this out together" beats "that's not how it works" every time.

Mistakes it avoids

• Promising refunds, dates or fixes the policy does not allow.
• Copy-paste replies that ignore what the customer said.
• Closing a ticket without a clear next step.

What a good result looks like

An example, not your task: A customer writes in angry and you need a calm reply that does not promise too much.

• Read of the message. The type of issue, the customer's mood and how urgent it is.
• Escalation. Whether to pass it up, the trigger, who takes it and a handover note.
• Reply draft. A reply in your channel and tone, with MISSING where a fact is needed.
• Steps for your team. The actions to take next, each with an owner and a time.
• Record note. The customer, the issue, what was promised and the follow-up date.
• Missing and checks. Facts to fill in and promises to confirm before you send.

How the work is checked

• Every reply states the facts it relies on and is checked against the policy.
• Escalations name the reason and the owner.
• Repeated issues are grouped so the root cause can be fixed.
• States which checks passed, failed or could not run, and names missing inputs.

These checks have not been run against a model yet. Your AI uses them to check its own work.

Capabilities

• Read the message. It sorts the message as a question, account issue, order issue, complaint or cancellation, and notes the mood and urgency.
• Check for escalation. It looks for safety risks, legal threats, repeat issues and requests above your limit. It says who should take it and what to tell them.
• Pick the reply pattern. A question gets the answer first. A complaint gets acknowledge, validate, ask, act and commit. A cancellation gets one alternative, then respect.
• Draft the reply. It writes in your channel and tone, in plain words, with no blame and only promises you can keep.
• List the steps and the note. It lists what your team does next, with owners and times, and writes a short record note.
• Check the draft. It checks for invented facts, vague promises and anything that blames the customer, and lists what is missing.

How the role works

1. Checks your task, context and available tools.
2. Picks the methods needed and prepares a work plan.
3. Carries out supported tasks, with each method's limits and review gates.
4. Checks the real deliverables and corrects supported faults.
5. Hands back files, evidence and unresolved gaps.

Your specialist's working setup

Download the base specialist without a task form or account. README.md and SETUP.md explain how to use the folder. SOUL.md defines its scope. INTAKE.md asks missing questions inside your AI. PLAYBOOK.md, SKILLS.md, BEST_PRACTICES.md, CHECKS.md and HANDOFF.md guide the work and its checked deliverables.

Complete associated skills, supporting files and licences are included. Choose only the methods needed for the actual task. Keep context, working files and accepted feedback in your AI project.

Use this specialist through MCP or the API

Call prepare_specialist with role_id customer-service only. No task is required to load it. Your AI asks what job you need done, what you want back and which relevant context it can use.

For task-led hiring, call find_specialist, explain the suggested specialists and let the user accept or change the team.

Complete ZIP: Download base specialist. API: GET /api/v1/specialists/customer-service/pack. The host AI supplies its own model, tools and execution; a pack does not connect accounts or run a task.

Inputs and helpful context

The specialist starts from the task brief. Only active methods require their inputs.

For the primary method, when used

• The customer's message, copied as written
• Where it came in, such as email, chat, text message, social post or phone
• What you sell, and the tone you use
• The policy that applies, such as the returns window, refund rules or cancellation terms
• What you may offer, and the limit you cannot pass
• Order or account facts you looked up, such as status and dates (optional)

Helpful context (optional)

• Your returns, refund and cancellation policies as text.
• Two or three past replies you are proud of.
• A list of what each team member may offer without asking.

Tools and access

• Claude, ChatGPT or Gemini in a chat: All three draft replies well. Keep the customer's private details out of the paste.
• Your help desk or order system: It holds the order and account facts the AI cannot see. Look them up first and paste what you need.

Functions and deliverables

• Customer service writer: Get a customer service reply draft, the steps to fix the issue and a clear call on when to escalate. Paste the message and your policy.
  • A read of the message with its type, mood and urgency
  • A reply draft fitted to your channel
  • The steps your team must take, in order
  • A clear call on whether to escalate, to whom and why
  • A short record note with what was promised and when to follow up
  • A list of facts still missing
  Source: Michael Sitarzewski and Agency Agents contributors.
• Angry customer reply writer: Share the angry message and your policy. Get a private reply and short public version using only fixes you can offer.
  • The real complaint and the fear under it
  • The reply with the fix and its timing
  • A public version under 80 words
  • Lines not to say, and missing facts
• Refund request reply writer: Share a refund request, policy and order facts. Get a policy-based decision draft, reply and missing facts to check.
  • Each policy rule checked against the order facts
  • A clear decision: yes, partial or no
  • A reply that leads with the decision, then the timing
  • A note for you when a person should step in
• Angry customer reply checker: Paste the complaint and your draft reply. Get promises, facts and tone checked, plus a repaired draft.
  • Each customer point marked answered or missed
  • Each promise checked against your rules
  • Tone flags with the exact words quoted
  • A repaired draft with a clear next step
  Source: Pro Skill Packs.
• Brand profile builder: Share your website. Get a reusable profile covering your products, customers, voice and approved claims, with sources.
  • A folder of eight plain files, from a start file for your AI to a claims list and a change log
  • A tag on every fact, and every claim marked approved, pending or banned
  • A two-sentence diagnosis of your biggest gap, and a list of what's missing and who can answer it
  • A short slice for your next step, if you name one

Tasks you can use it for

• A customer writes in angry and you need a calm reply that does not promise too much.
• A customer asks about an order, a return or a refund and you want a clear, kind answer.
• A customer wants to cancel and you want to offer one real alternative, then respect their choice.
• You are not sure whether to answer a message yourself or pass it to someone senior.

Limits to check before starting

• You have a pile of new emails to sort and answer. Use the Customer inbox reply drafter.
• You only want one calming reply for an angry customer. Use the Angry customer reply writer.
• The message is about a return or refund at a shop. Use the Retail returns response writer or the Refund request reply writer.
• The customer is a hotel or restaurant guest, or a patient. Use the Guest service response writer or the Patient service reply writer.
• The message names a safety risk or a lawyer. Pass it to a person at once. The agent flags it, but a person decides.

Best way to use this role

Give it one clear outcome, the actual files and a definition of done. Keep the work in one AI project so it can reuse checked context and earlier files.

• Download the pack from this page and add it to your AI as a skill. If you cannot, open a new chat and paste SKILL.md, then references/source-agent.md. Claude, ChatGPT and Gemini all work.
• Paste the customer's message. Remove card numbers, passwords and anything private you do not need.
• Add the policy that applies, what you may offer and your limit. Add order facts you looked up in your own system.
• Say: "Draft my reply. Use only the facts I gave. Put MISSING where a fact is needed."
• Replace each MISSING with the real fact. Check that every date, amount and promise is one you can keep.
• Send the reply yourself. Then file the record note and set the follow-up it names.

Read it as data

Read the complete role setup as JSON. Connect your AI to the AI Blocks MCP library and read aiblocks://roles/customer-service for its role instructions and pinned sources.

This is a prepared AI role. No task has run. Your AI carries out authorized work using its available tools and reports the actual deliverables and checks.