Connecting a Peer to Customer Support Workflows

This tutorial covers creating a Customer Support Peer that assists teams in managing customer inquiries, retrieving data from existing systems, and integrating with tools like Confluence to access documentation.

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Creating the Peer for Customer Support

1. Navigate to the Peer List in the dashboard.

2. Click Create Own Peer to start a new Peer.

3. Provide a Peer Name, for example, Customer Support Assistant.

4. Select a Peer Model (such as ChatGPT, Claude, or LLaMA).

5. Add an appropriate Short Description and Initial Prompts to define the role of your Peer:

   • How can I assist with your account settings?
   • Do you need help resolving a product issue?

6. Click Save to create the Peer.

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Connecting Confluence as a Data Source

Confluence is an excellent tool for managing and retrieving customer support documentation.

1. Go to the Data Source tab and click Add Datasource.
2. Select Confluence as the data source type.
3. Enter the Space Key to connect to the correct Confluence space.
4. Once connected, the Peer can access and retrieve documents from this space to assist with customer inquiries.
   • Note: The Peer can only read the text in the documents, not attachments.

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Adding the Jira Tool for Support Tickets

1. Go to the Tool Gallery and select the Jira Integration tool.

2. Attach the Jira tool to allow the Peer to create and manage support tickets.

3. Enable actions like get_issue_info and create_new_issue.

4. Now, the Peer can handle customer inquiries by retrieving ticket information or creating new Jira tickets.

   • Example query: Can you create a Jira ticket for a refund request?

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Testing the Peer

Once your Peer is configured with the Confluence data source and Jira tool, it’s time to test its capabilities.

1. In the Peer Chat interface, ask questions related to customer support tasks:
   • Can you find the troubleshooting guide for product X in Confluence?
   • Create a Jira support ticket for a login issue.

The Peer will seamlessly retrieve the requested information from Confluence and create Jira tasks as needed.

By following this tutorial, you can empower your customer support team with a Peer that handles tickets, retrieves documentation, and provides seamless support to customers.