Most support agents fail because they try to do too much too soon. A reliable support agent starts with triage: read the ticket, classify the intent, and route it to the right place.
Start with Triage
Before generating an answer, the agent should decide whether the issue is billing, technical, account-related or a feature request. This keeps responses accurate and reduces hallucinations.
Knowledge First
Connect the agent to a living knowledge base. Every article, FAQ and resolved ticket is a potential source. When the agent cannot find a confident answer, it should escalate rather than guess.
Human in the Loop
The best support agents know when to stop. Sensitive topics, angry customers, and ambiguous requests should be handed off to a human with full context.