Twilio Agent Augmentation Architect: Plan Human Agent Assist
Design a contact-center assistant that suggests relevant help to a human agent and documents when a suggestion appears, who can see it and how to review it.
中文Setup for Claude Code
Claude Code with a fictional support transcript supplied as plain text. This planning example uses neither a live call nor account data.
- In Claude Code add the Twilio marketplace with `/plugin marketplace add twilio/ai` and install `/plugin install twilio-developer-kit@twilio`. Invoke /twilio-agent-augmentation-architect.
- List the human agent's decision points. Use the skill to compare conversation analysis, context retrieval and routing responsibilities.
Example task
Use a fictional transcript where a caller's package is marked delivered but missing. Ask for one internal suggestion card with a verification prompt and one escalation condition. Keep the mock agent as the person who decides and responds.Expected result
The card suggests checking shipment information and offers escalation when the status cannot be confirmed. Its text stays on the staff side and names the possible decision point.
Upstream documentation
Original SKILL.md on GitHub · MIT license · Source reviewed
Frequently asked question
How does this skill differ from an autonomous Twilio voice agent planner?
It focuses on supporting a staff member with context, analysis or routing during an interaction while the staff member handles the response.