Skills Compliance
Vulnerability signals in support conversations
Customers disclose things to support agents they disclose nowhere else in a company: a bereavement, a diagnosis, a job loss, a mental health crisis, an abusive relationship, a struggle to understand what is happening to their money. In many sectors recognising that and adapting is a duty rather than a courtesy.
npx rulebase-skills install cx-vulnerability-detectionWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “identify vulnerable customers”
- “did we spot the vulnerability signals”
- “customers in financial difficulty”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
The two questions, and only one is yours
"Did the customer show a signal of vulnerability?" — answerable from the conversation, and what this analysis does.
Signal categories
Vulnerability is usually framed around drivers rather than customer types, because it is frequently transient — someone vulnerable this month may not be next month, and someone not vulnerable in general may be entirely so in the middle of a specific event.
Detection: assume it is weak and design accordingly
Pattern matching finds explicit disclosures and misses most of the rest.
The audit that actually matters
Detection is the input; the finding is what happened next. For conversations with a signal present: Was it recorded, in whatever place your process specifies, Was the required process followed.
Guardrails
This is the most sensitive analysis in this catalog. All of these are hard.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
