--- name: customer-service-ecommerce-support description: Agent Academy course for E-commerce support (Customer service). Five ordered steps of real, source-linked resources. version: 2026-10-15 updated_at: 2026-10-15T10:41:56Z source: https://siinxu.github.io/agent-academy/courses/customer-service/ecommerce-support/ --- # E-commerce support · Customer service Goal: Learn to triage, answer and escalate customer requests with written policies, a help-desk MCP if allowed, and a self-check before sending. Permissions: Read-only by default. Help-desk MCP servers (Zendesk, Freshdesk, Intercom, ...) need API keys and can send replies; ask the owner first. Machine-readable version: https://raw.githubusercontent.com/SiinXu/agent-academy/main/academy/courses/customer-service/ecommerce-support.json Skill pack: https://siinxu.github.io/agent-academy/packs/customer-service/ecommerce-support.zip Changes feed: https://siinxu.github.io/agent-academy/api/changes.json Rules for the agent: read the steps in order. For each item open `raw` if present (mirrored text, license allows it), otherwise open `source`. Do not install or use anything marked needs_credentials or writes_external without asking your owner. ## Step 1: Enrol Read course.md: the job, the permissions it needs, and what good output looks like. - [tutorial] 2_1_support_ticket_agent. A structured output agent demonstrating Pydantic schema-based responses for customer support ticket creation. source: https://github.com/Shubhamsaboo/awesome-llm-apps/tree/main/ai_agent_framework_crash_course/openai_sdk_crash_course/2_structured_output_agent/2_1_support_ticket_agent raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/mirror/shubhamsaboo-awesome-llm-apps-ai-agent-framework-crash-course-openai-sdk-crash-course-2-st.md license: Apache-2.0 needs_credentials: false, writes_external: false - [tutorial] 3_1_customer_support_ticket_agent. A tutorial demonstrating how to implement a structured customer support ticketing system using Google's ADK (Agent Development Kit) framework. This example shows how to create type-safe, structured support tickets with p source: https://github.com/Shubhamsaboo/awesome-llm-apps/tree/main/ai_agent_framework_crash_course/google_adk_crash_course/3_structured_output_agent/3_1_customer_support_ticket_agent raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/mirror/shubhamsaboo-awesome-llm-apps-ai-agent-framework-crash-course-google-adk-crash-course-3-st.md license: Apache-2.0 needs_credentials: false, writes_external: false - [tutorial] Using tool_choice=required for customer service (OpenAI cookbook). Using Tool Required for Customer Service The ChatCompletion endpoint now includes the ability to specify whether a tool must be called every time, by adding tool_choice='required' as a parameter. This adds an element of source: https://github.com/openai/openai-cookbook/blob/main/examples/Using_tool_required_for_customer_service.ipynb raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/openai-openai-cookbook-examples-using-tool-required-for-customer-service-ipynb.md license: MIT needs_credentials: false, writes_external: false - [tutorial] Customer service agent with tool use (Claude cookbook). Creating a Customer Service Agent with Client-Side Tools In this recipe, we'll demonstrate how to create a customer service chatbot using Claude 3 plus client-side tools. The chatbot will be able to look up customer info source: https://github.com/anthropics/claude-cookbooks/blob/main/tool_use/customer_service_agent.ipynb raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/anthropics-claude-cookbooks-tool-use-customer-service-agent-ipynb.md license: MIT needs_credentials: false, writes_external: false ## Step 2: Pick a direction Choose one style, platform or channel from the reference library. Only one. - [plugin] ADK retail plugin. The **Retail AI Plugin** bundles two end-to-end Google Cloud retail skills for AI coding assistants (Gemini CLI, Claude Code, Antigravity, Codex) following the [Google Agent Plugins v1.0.0 specification][spec] (`plugin.j source: https://github.com/google/adk-recipes/tree/main/plugins/retail raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/google-adk-recipes-plugins-retail.md license: Apache-2.0 needs_credentials: false, writes_external: false - [template] Customer Care. Handles refunds and disputes, drafts support messages source: https://botsdots.site/templates/customer-care license: template belongs to its creator (catalog CC0) install: https://x.ai/bot/NIjIeUSpzESYUiJTmrAvm needs_credentials: false, writes_external: true - [template] Review Desk. Drafts review replies in your shop's own voice, star-sorted, with you approving each one source: https://botsdots.site/templates/review-desk license: template belongs to its creator (catalog CC0) install: https://x.ai/bot/MuKDTS9Fq0UySwClmE8wc needs_credentials: false, writes_external: false - [template] Claims Finder. Digs through your inbox receipts for refunds, settlements and unclaimed money source: https://botsdots.site/templates/claims-finder license: template belongs to its creator (catalog CC0) install: https://x.ai/bot/6VeOVsZzMkrKElrPi_kOR needs_credentials: false, writes_external: false - [template] NoShipSherlock. Lost Package Desk for a store: tracks missing, stalled, and delivered-but-not-received shipments, runs carrier playbooks, and never files or refunds source: https://botsdots.site/templates/noshipsherlock license: template belongs to its creator (catalog CC0) install: https://x.ai/bot/Lll9_CtLlBh_nEOWVQfMY needs_credentials: false, writes_external: false ## Step 3: Learn the rules Read the required skills, prompts and standards in order. - [skill] retail-product-search. Creates product search agents with semantic search and RAG on Google Cloud (Vector Search on Gemini Enterprise Agent Platform, BigQuery, embeddings). Use when the user wants to "build a product search agent", "create an source: https://github.com/google/adk-recipes/blob/main/plugins/retail/skills/product-search/SKILL.md raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/google-adk-recipes-plugins-retail-skills-product-search-skill-md.md license: Apache-2.0 needs_credentials: false, writes_external: false - [system-prompt] tau2 retail agent policy. At the beginning of the conversation, you have to authenticate the user identity by locating their user id via email, or via name + zip code. This has to be done even when the user already provides the user id. source: https://github.com/sierra-research/tau2-bench/blob/main/data/tau2/domains/retail/policy.md raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/sierra-research-tau2-bench-data-tau2-domains-retail-policy-md.md license: MIT needs_credentials: false, writes_external: false - [skill] retail-virtual-tryon. Creates virtual try-on agents supporting image and video (catwalk animation) try-ons on Google Cloud (Gemini image models and Veo on Gemini Enterprise Agent Platform). Handles resource setup, user photo uploading, image/ source: https://github.com/google/adk-recipes/blob/main/plugins/retail/skills/virtual-tryon/SKILL.md raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/mirror/google-adk-recipes-plugins-retail-skills-virtual-tryon.md license: Apache-2.0 install: npx skills add google/adk-recipes --skill virtual-tryon needs_credentials: false, writes_external: false - [system-prompt] tau2-bench airline agent policy. The current time is 2024-05-15 15:00:00 EST. source: https://github.com/sierra-research/tau2-bench/blob/main/data/tau2/domains/airline/policy.md raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/mirror/sierra-research-tau2-bench-data-tau2-domains-airline-policy.md license: MIT needs_credentials: false, writes_external: false - [system-prompt] tau2-bench telecom agent policy. The current time is 2025-02-25 12:08:00 EST. source: https://github.com/sierra-research/tau2-bench/blob/main/data/tau2/domains/telecom/main_policy.md raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/mirror/sierra-research-tau2-bench-data-tau2-domains-telecom-main-policy.md license: MIT needs_credentials: false, writes_external: false - [system-prompt] Legal Document Generator Agent Role. Generates comprehensive legal and policy documents (ToS, Privacy Policy, Cookie Policy, Community Guidelines, Content Policy, Refund Policy) tailored to a product or service. source: https://prompts.chat/prompts/cmmx2ya3s000hic04l0i60mil_legal-document-generator-agent-role raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/mirror/prompts-chat-legal-document-generator-agent-role.md license: CC0-1.0 needs_credentials: false, writes_external: false ## Step 4: Do it Follow a workflow or case. Install a skill or MCP server only if you have permission. - [case] ai_customer_support_agent. This Streamlit app implements an AI-powered customer support agent for synthetic data generated using GPT-4o. The agent uses OpenAI's GPT-4o model and maintains a memory of past interactions using the Mem0 library with Q source: https://github.com/Shubhamsaboo/awesome-llm-apps/tree/main/advanced_ai_agents/single_agent_apps/ai_customer_support_agent raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/mirror/shubhamsaboo-awesome-llm-apps-advanced-ai-agents-single-agent-apps-ai-customer-support-age.md license: Apache-2.0 needs_credentials: false, writes_external: false - [case] OpenAI customer service agents demo (Agents SDK). This repository contains a demo of a Customer Service interface built on top of the [OpenAI Agents SDK](https://openai.github.io/openai-agents-python/). source: https://github.com/openai/openai-cs-agents-demo raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/openai-openai-cs-agents-demo.md license: MIT needs_credentials: false, writes_external: false - [mcp] Zendesk MCP server. A Model Context Protocol server for Zendesk. source: https://github.com/reminia/zendesk-mcp-server raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/reminia-zendesk-mcp-server.md license: Apache-2.0 install: see README (uv / Claude Desktop config); needs Zendesk API token needs_credentials: true, writes_external: false - [mcp] Freshdesk MCP server. A [Model Context Protocol (MCP)](https://modelcontextprotocol.io/) server that provides AI assistants with structured access to the [Freshdesk](https://www.freshdesk.com) customer support platform — tickets, contacts, co source: https://github.com/WYRE-AI/freshdesk-mcp raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/wyre-ai-freshdesk-mcp.md license: Apache-2.0 (LICENSE file; GitHub API reports NOASSERTION) install: MCP Registry: io.github.WYRE-AI/freshdesk-mcp; needs Freshdesk API key needs_credentials: true, writes_external: false ## Step 5: Self-check Go through the checklist and report the result to your owner. - [benchmark] tau2-bench (customer-service agent benchmark). τ-bench family benchmark (MIT) that simulates user–agent conversations in customer-service domains (retail, airline, telecom, banking) with tools, policies and automatic task evaluation. source: https://github.com/sierra-research/tau2-bench raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/sierra-research-tau2-bench.md license: MIT needs_credentials: false, writes_external: false - [skill] customer-escalation. Package an escalation for engineering, product, or leadership with full context. Use when a bug needs engineering attention beyond normal support, multiple customers report the same issue, a customer is threatening to ch source: https://github.com/anthropics/knowledge-work-plugins/blob/main/customer-support/skills/customer-escalation/SKILL.md raw: https://raw.githubusercontent.com/SiinXu/agent-academy/main/data/originals/anthropics-knowledge-work-plugins-customer-support-skills-customer-escalation-skill-md.md license: Apache-2.0 install: npx skills add anthropics/knowledge-work-plugins --skill customer-escalation needs_credentials: false, writes_external: false ### Checklist - [ ] Every reply answers the customer's actual question in the first two sentences. - [ ] Refunds, cancellations and account changes follow the written policy; anything outside it is escalated, not improvised. - [ ] Tickets are tagged with category and priority (P1-P4) before they are answered. - [ ] No customer data, order numbers or emails are pasted into third-party tools that are not approved. - [ ] Sending a reply, closing a ticket or issuing a refund through an MCP server happens only after the owner approved that tool. - [ ] Knowledge-base articles cite the ticket pattern they came from and are reviewed before publishing. - [ ] Escalations include a one-paragraph summary, what was tried, and what the customer was told. Report back to your owner: what you learned (5 bullets), which items you installed (none without approval), and the checklist results.