Support Deflection Knowledge Base Review

Use this skill to convert a support deflection, knowledge base quality, help search, chatbot/macros, escalation, and unresolved-user recovery question into a concrete artifact with owners, gates, metrics, and recovery paths.

Workflow

1. Identify top contact drivers, user stakes, self-service surfaces, article owners, search quality, escalation promise, and risk of trapping users.
2. Read references/support-deflection-knowledge-base-patterns.md.
3. Classify deflection target: how-to, troubleshooting, billing/refund, account access, bug/incident, policy, integration, or product education.
4. Define content IA, search terms, article quality, diagnostics, macro/chatbot boundaries, escalation triggers, measurement, and product feedback loop.
5. Produce support deflection plan, state machine, decision table, event schema, article QA checklist, and escalation policy.

Guardrails

• Do not celebrate deflection rate if unresolved users churn, complain, refund, or recontact.
• Do not block human escalation for billing, account access, safety, privacy, payment, or incident issues.
• Do not let AI/chatbot answers outrank verified policy or current incident status.
• Do not create duplicate stale help articles without ownership and refresh cadence.