@humaner/customer-support-skills

An open source library of customer-support how-tos.

Each skill folder teaches behavior and common issues within and industry before your own knowledge. Onboarding agents like real employees:

• vocabulary
• common questions
• edge cases
• escalation triggers
• guardrails

It does not encode real company's policies, prices or promises.

This repo is the open Industry Skills layer referenced inside Humaner. Completely agnostic and adaptable to any businesses within these verticals.

What's in here

industries/
  retail/              # DTC, marketplaces, e-commerce[..]
  digital-services/    # SaaS, online education, digital licenses[..]
  wellness/            # gyms, studios, spas, online coaching[..]
  hospitality/         # hotels, airlines, OTAs[..]

Each industry gets core skills as baseline:

industries/<name>/
  core/SKILL.md         # baseline tone, vocabulary, domain terms
  behavior/SKILL.md     # behavioral rules + common/edge eval scenarios
  escalation/SKILL.md   # escalation triggers + escalation eval scenarios
  guardrails/SKILL.md   # forbidden topics + false-premise trap eval

Then follows specific edge cases and most common scenarios encountered in that niche.

| Industry | Skills | Description | | --- | --- | --- | | digital-services | 4 baseline + 12 problem-solving | Baseline tone, vocabulary, and structural rules for a customer support agent handling SaaS, education platforms, and digital service inquiries. | | hospitality | 4 baseline + 12 problem-solving | Baseline tone, vocabulary, and structural rules for a customer support agent handling travel, hotel, and hospitality inquiries. | | retail | 4 baseline + 10 problem-solving | Baseline tone, vocabulary, and structural rules for a customer support agent handling retail and e-commerce inquiries. | | wellness | 4 baseline + 10 problem-solving | Baseline tone, vocabulary, and structural rules for a customer support agent handling fitness, wellness, and health service inquiries. |

Using the catalog

npm install @humaner/customer-support-skills

import { getIndustry, listIndustries } from '@humaner/customer-support-skills';

const retail = getIndustry('retail');
console.log(retail.skills.core.commonTopics);
console.log(retail.skills.behavior.rules);
console.log(retail.skills.escalation.triggers);
console.log(retail.skills.guardrails.forbiddenTopics);

The published API is plain ESM, so it works in Node, Next.js / webpack client bundles, Vite, and edge runtimes.

For agent reply / prompt paths, prefer the slim runtime entry (baseline skills only — no bulky problem-solving procedures):

import { getIndustry, SKILLS_VERSION } from '@humaner/customer-support-skills/runtime';

Or load the catalog directly:

import catalog from '@humaner/customer-support-skills/catalog.json';
// or
import catalog from '@humaner/customer-support-skills/catalog.js';

Contributing

Add or improve skills, open a PR into contributions. Then we review & promote when approved.

Rules

1. How-to, never embed companies metrics you must teach how solving this problem works.
2. One skill = one folder = one SKILL.md copy an existing industry as a template.
3. Every industry needs the four baselines: core, behavior, escalation, guardrails.
4. Run before you open the PR:

npm install
npm run validate
npm run build

Details if you need them: SPEC.md · CONTRIBUTING.md · AGENTS.md

License

MIT LICENSE.