{"id":"ind-sup-faq-from-tickets","audience":"customer-support","category":"summarizing","technique":"grounding","title":"Turn repeat ticket questions into four help-center FAQs","free":false,"task":"Your help center needs an FAQ built from this week's repeat questions. Write exactly 4 numbered lines, each a question in the customer's own words followed by a one-sentence answer under 20 words, plain text. Answers must match what the support lead confirmed, not what individual agents guessed, and must skip questions only one customer asked. Write a prompt that gets you exactly that.","materialLabel":"Ticket snippets and lead notes (attached to your prompt automatically)","material":"REPEAT QUESTIONS - week of Nov 3 - Brightloop Fitness app (fictional)\n\nT1: \"can I use the app on two phones?\" (Agent Maya: yes, up to 3 devices)\nT2: \"how do I cancel my trial without getting charged\" (Agent Leo: cancel in Settings > Membership at least 24 hrs before trial ends)\nT3: \"do you have a family plan\" (Agent Maya: not yet)\nT4: \"can my husband use my account on his phone too\" (Agent Leo: yes, up to 3 devices)\nT5: \"I cancelled my trial but still got charged $14.99???\" (Agent Maya: must cancel 24 hrs before end)\nT6: \"do workouts download for offline?\" (Agent Leo: yes, tap the download arrow)\nT7: \"is there a plan for families\" (Agent Maya: no, sorry)\nT8: \"will you add rowing machine workouts\" (Agent Leo: maybe next year!)\nT9: \"downloading workouts for the plane, how?\" (Agent Maya: Premium only)\nT10: \"do you support the Garmin watch\" (Agent Leo: yes)\n\nLEAD NOTES (Ines, support lead):\n- Devices: the limit is 2, not 3. Maya and Leo both had it wrong; it changed in October.\n- Offline downloads: Premium members only. Leo forgot to mention that.\n- Trial: cancel at least 24 hours before it ends, correct.\n- Family plan: no family plan right now. Don't promise a date.\n- Rowing and Garmin: one-off asks this week, skip for the FAQ.","rules":[{"type":"numberedItems","count":4},{"type":"maxWords","max":130},{"type":"plainText"}],"mistakes":[{"title":"Not fixing the count and shape","why":"The AI writes a long FAQ with headings and Q:/A: on separate lines.","fix":"Be exact: \"Exactly 4 numbered lines: question, then a one-sentence answer.\"","checks":["numberedItems","plainText","r2"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for \"under 130 words\" and it often lands well over.","fix":"Cap each part instead: \"each answer under 18 words.\"","checks":["maxWords"]},{"title":"Including one-off questions","why":"The AI turns every ticket into an FAQ, including rowing and Garmin.","fix":"Add: \"Only the 4 topics asked more than once.\"","checks":["r0"]},{"title":"Trusting the agents' answers","why":"The agents said 3 devices and left out the Premium limit; the AI copies them.","fix":"Add: \"Use the lead's notes as the answer when they differ from the agents.\"","checks":["r1"]},{"title":"Writing stiff questions","why":"The AI writes \"How does one manage multiple devices?\" instead of how people ask.","fix":"Add: \"Word each question the way a customer would ask it.\"","checks":["r2"]}],"promptHints":[{"label":"Sets the number of FAQs","patterns":["\\b(4|four)\\b.{0,20}(faqs?|questions|lines)"]},{"label":"Trusts the lead over agents","patterns":["lead","ines","correct","agents? (were|was|had it) wrong"]},{"label":"Skips one-off questions","patterns":["one-?off","repeat","more than once","skip"]},{"label":"Asks for customer wording","patterns":["customer'?s? (own )?words","how (customers|people) ask","casual"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)"]}],"hint":"Not every agent answer is right. Tell the AI whose answers to trust, which questions count, and the exact line shape.","rubricLabels":["The 4 FAQs cover exactly the repeat topics: using more than one device, cancelling a trial without being charged, family plans, and offline downloads (no rowing or Garmin entries)","Answers match the lead's notes: devices limit is 2 (never 3), offline downloads are Premium only, cancel at least 24 hours before the trial ends, and no family plan with no promised date","Each line is a question worded the way a customer would ask it (casual, not 'How does one...'), followed by a one-sentence answer, all on one line with no separate Q:/A: lines"]}