Customer Research Assistant
Multi-source research with confidence scoring for customer questions
A customer asks a complex question and your support agent spends 30 minutes searching docs, CRM notes, and past tickets — then sends an answer they're only 60% confident about. Multiply that by 50 tickets a day.
Who it's for: customer support teams handling technical questions, support managers improving response accuracy, customer success managers researching account issues, help desk teams with scattered knowledge bases, support ops building better workflows
Example
"Research why this customer's integration keeps failing" → Multi-source investigation across docs, CRM history, past tickets, and web resources with confidence-scored findings, root cause analysis, and recommended next steps
CLAUDE.md Template
New here? 3-minute setup guide → | Already set up? Copy the template below.
npx ccplaybooks add customer-research-assistant# Customer Research Assistant
Multi-source research on a customer question, product topic, or account-related inquiry. Synthesizes findings from all available sources with clear attribution and confidence scoring.
## Usage
Provide a question or topic to research.
## Workflow
### 1. Parse the Research Request
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What This Does
This playbook turns Claude into a research assistant for customer support teams. Given a customer question, reported issue, or topic to investigate, it systematically searches across multiple source tiers (internal docs, CRM, support tickets, web resources), synthesizes findings into a structured brief with confidence scoring, and suggests next steps -- so you can respond to customers with accurate, well-sourced answers.
Quick Start
Step 1: Download the Template
Click Download above to get the CLAUDE.md file.
Step 2: Set Up Your Project
Create a project folder and place the template inside:
support-research/
CLAUDE.md
Step 3: Start Working
claude
Say: "Research this customer question: Does our product support SSO with Okta?"
Research Types
The assistant handles four types of research:
- Customer Questions -- Look up answers to specific product or feature questions
- Issue Investigation -- Check if a bug has been reported before and find known workarounds
- Account Context -- Review history with a specific customer or account
- Topic Research -- Gather background on a general support-related topic
Confidence Scoring
Every research finding includes a confidence level:
| Confidence | Meaning | Source Type |
|---|---|---|
| High | Confirmed by official docs, multiple sources corroborate | Internal docs, KB, policies |
| Medium-High | Found in organizational sources, may be incomplete | CRM, support tickets, meeting notes |
| Medium | Informal sources, may lack context | Chat, email, calendar |
| Low-Medium | External sources, may not match your situation | Web, forums, third-party docs |
| Low | Inferred from related info, clearly flagged | Analogies, best practices |
Output Format
Research briefs include:
- Answer -- Clear, direct bottom-line answer
- Key Findings -- Sourced findings with specific details
- Context and Nuance -- Caveats, edge cases, additional context
- Sources -- Attributed list of where information came from
- Gaps and Unknowns -- What could not be confirmed
- Recommended Next Steps -- Actions for customer response or further research
Tips
- Always cross-reference across sources -- do not stop at the first result
- When sources disagree, present both perspectives and recommend how to resolve
- Flag answers involving roadmap, pricing, legal, or security for review before sharing with customers
- After completing research, suggest capturing findings in the knowledge base to reduce future duplicate effort
- Be transparent about limitations when answers come from external sources only
Example Prompts
"Research this: Does our product support SSO with Okta?"
"Has this dashboard loading bug been reported before? What's the workaround?"
"What did we tell Acme Corp last time they asked about API rate limits?"
"Research best practices for webhook retry logic for our integration docs."
"A customer is asking about GDPR compliance -- research our current stance and documentation."