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AI is no longer just for automating repetitive tasks. It’s quickly becoming the secret weapon for customer support teams. The key? AI prompts. With the right prompt, support teams can turn raw customer data into quick answers, polished responses, and even deep business insights.
In this guide, we’ll cover what AI prompts are, why they matter in B2B customer support, and the top 20 prompts (basic + advanced) every team should know.
What is an AI prompt?
An AI prompt is the instruction you give to an AI tool to perform a task. For example:
“Summarize this ticket in 3 bullet points.”
Prompts are how humans communicate with generative AI like ChatGPT, Claude, or Thena’s AI copilot. A clear, specific prompt produces accurate and useful results, while a vague one often leads to generic answers.
Why use AI prompts in B2B customer support?
B2B customer support teams handle high volumes of tickets that are of high value, across multiple channels, under tight response times. AI prompts can help by:
Speeding up responses by drafting polished answers in seconds
Ensuring consistency across tone and accuracy
Reducing manual work through summaries, classifications, and reporting
Improving customer experience with faster, more empathetic replies
Unlocking insights such as customer health, churn risk, and team performance
Even Harvard Business Review highlights how generative AI is reshaping customer operations by blending efficiency with personalization.
Top 10 basic AI prompts for B2B customer support
These are quick, day-to-day prompts that agents can use immediately.
Function | Prompt example |
|---|---|
Summarize a ticket | “Summarize this ticket in 3 bullet points with customer sentiment included.” |
Draft a response | “Write a polite and empathetic response apologizing for the delayed shipment.” |
Rephrase for tone | “Rewrite this response in a friendlier tone without changing the meaning.” |
Shorten response | “Condense this email into 2 concise sentences that get to the point.” |
Knowledge base match | “Suggest the best knowledge base article that resolves this customer’s issue.” |
Escalation check | “Does this ticket require escalation to tier 2? Answer yes/no with reasoning.” |
Tag classification | “Classify this ticket into the correct category: billing, technical, or general inquiry.” |
Sentiment check | “Analyze this customer’s message and tell me if the tone is positive, neutral, or negative.” |
Language translation | “Translate this customer message into English, keeping the tone intact.” |
Email polish | “Improve this email’s grammar and clarity while keeping it professional.” |
Top 10 advanced AI prompts for B2B customer support
Advanced prompts go beyond single actions. They involve multi-step reasoning, data analysis, and larger outcomes for both agents and managers.
Function | Prompt Example |
|---|---|
Weekly performance report | “Generate a weekly support report with metrics on ticket volume, SLA breaches, average resolution time, and CSAT trends. Present it in table format.” |
Customer health score | “Analyze the past 6 months of interactions for account ABC. Create a health score (1–10) based on sentiment, resolution speed, and repeat issues.” |
Churn risk analysis | “Review the last 5 tickets for this customer and flag potential churn risk. Recommend actions to reduce risk.” |
Proactive recommendations | “Based on recurring issues from this account, generate 3 proactive steps the customer success team can suggest to prevent future escalations.” |
Knowledge base gap analysis | “Review the past 50 tickets. Identify common themes not covered in existing knowledge base articles and recommend 3 new article topics.” |
Multi-channel summary | “Pull a summary of all support conversations for account XYZ across Slack, email, and Teams, highlighting recurring issues.” |
Root cause analysis | “From these 20 escalated tickets, identify the root causes and recommend systemic fixes.” |
Agent performance insights | “Evaluate agent performance across resolution time, CSAT, and tone consistency. Suggest personalized coaching tips for each agent.” |
Customer journey mapping | “Map out this customer’s support journey over the past year, highlighting friction points and moments of delight.” |
Forecasting ticket volume | “Predict next month’s ticket volume based on the past 12 months of data and seasonality trends.” |
Bonus: operational prompts with Thena MCP
Beyond analysis and reporting, AI prompts can take direct action inside support systems when powered by tools like Thena. Some examples include:
Bulk ticket cleanup
“Close all tickets older than 90 days with a note that the issue has been archived.”Bulk assignment
“Assign all high-priority tickets in the finance queue to the billing support team.”Custom field updates
“Update the ‘region’ field for all tickets from customer ABC to North America.”SLA reset
“Recalculate SLA timers for all tickets escalated last week.”
These prompts are only possible when the AI is deeply connected to your support stack—which is where Thena’s MCP (model context protocol) gives platforms like Claude their real power.
Tools that support AI prompts for customer support
Not all tools are built the same. Here are three worth noting:
Thena AI copilot – Designed for B2B support inside Slack, Teams, and email. Thena detects tickets automatically, provides account-centric insights, flags risk, and lets teams run prompt-driven actions without leaving their communication platform.
ChatGPT – A flexible generative AI tool for writing, summarizing, and brainstorming. While it’s not tailored for enterprise support, it’s helpful for drafting and testing prompts.
Claude – Known for its long-context processing, Claude can handle large volumes of customer history, making it great for advanced prompts like journey mapping or multi-ticket analysis.
💡 Pro tip: With Thena’s MCP, Claude becomes even more powerful. MCP connects Claude directly with Thena’s support data, meaning you can ask Claude to generate reports, detect unresolved escalations, or update tickets in bulk—all from a single prompt. This integration transforms Claude from a conversational AI into a fully operational support assistant.
For a deeper perspective on where AI in support is heading, check out Gartner’s report on customer service trends.
FAQ: AI prompts for B2B customer support
What are AI prompts in B2B customer support?
AI prompts are instructions given to AI tools that help agents draft replies, summarize tickets, pull insights, or even act directly on tickets in platforms like Thena.
Which AI tools are best for B2B customer support prompts?
Thena AI copilot is built specifically for B2B customer support across Slack, Teams, and email. General-purpose tools like ChatGPT and Claude are also useful, especially when connected with Thena via MCP.
Can AI prompts really close tickets automatically?
Yes. With Thena’s MCP, prompts can bulk close tickets, update fields, or reassign cases—tasks that would normally take hours.
What is the difference between basic and advanced AI prompts?
Basic prompts handle quick tasks like summarization or tone adjustments. Advanced prompts involve multi-step reasoning, such as churn risk analysis, journey mapping, or forecasting.
How do AI prompts improve customer satisfaction?
By reducing response times, improving consistency, and proactively addressing risks, AI prompts help teams deliver smoother, more reliable customer experiences.
Final thoughts
AI prompts are becoming an essential skill for modern support teams. Basic prompts help agents respond faster, while advanced prompts give leaders powerful insights into customer health, churn risks, and team performance. With operational prompts, AI can now directly act on tickets, fields, and escalations—not just analyze them.
If your team is looking to put AI prompts into action, start small with the basics, then scale into advanced and operational use cases with tools like Thena AI copilot. The future of customer support isn’t just faster—it’s smarter.
