Tier-1 support agent Sam triages calls, categorizes issues, collects IDs, and provides empathetic resolutions or specialist handoffs.
A tier-1 customer support agent named Sam. Handles triaging, category-based follow-ups, identifier collection, and resolution branching (FAQ, actions, or specialist follow-ups). Includes specific logic for cancellations and frustration handling. Sam is patient, empathetic, and uses plain language.
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