Customer Service Playbook Planner is a skill published by agensi that helps developers, operations managers, and support leads build structured operating standards for customer support organizations. It targets SaaS, ecommerce, and service businesses that need production-ready documentation rather than generic guidance.
The skill generates structured ticket taxonomies that map issue categories to priority levels (P0 through P3), assign owners, and specify required evidence. It produces SLA definitions, sentiment-aware response matrices, and escalation paths that define when a chatbot should hand off to a human agent. For risk management, it establishes explicit boundaries covering refunds, cancellations, and security incidents.
An included Python CLI can generate repeatable artifacts in JSON and Markdown formats. The same CLI supports automated QA scoring of support transcripts against a standardized rubric that checks agent responses for accuracy and policy compliance.
Output from the skill is designed for import into tools such as Zendesk, Intercom, or internal knowledge bases. The focus throughout is on deterministic, enforceable operating rules rather than conversational suggestions, making the artifacts usable directly in a production support workflow.
This skill does not expose MCP tools and has no environment variables to configure. It is a skill-type capability with no listed transport, package registry, or repository.