Handle support exceptions with plain-English AI agent instructions
Write agent instructions in plain language, connect only the actions it needs, and monitor its logs before scaling.
Oct 25, 2026
Agent instructions: When a customer asks about [exception type], first check [system] for [data]. If [condition], do [action]. If [other condition], hand off to a human with a summary. Never [forbidden action].
How to use it
1. Pick one exception type, such as warranty claims 2. Write the agent instructions in plain English 3. Connect only the needed actions (ticketing, docs) 4. Decide which actions need human approval 5. Test on past tickets 6. Monitor tool-call logs after launch
Result
Setup in about 30 minutes; up to 80% lower human handle time and up to 10% more automated resolution. Example: Input: warranty claim ticket. Output: agent checks the order date, approves under policy or hands off with a summary.
Tips and gotchas
Human review: Customers set allowed actions and review logs. Pitfall: Relies on a vendor platform; test agents before scaling. Best for: Support operations leads (Advanced). Time saved basis: Sourced.
www.anthropic.com
https://www.anthropic.com/customers/zendesk