How does this skill handle conflicting information from different sources?

The skill uses a source prioritization hierarchy (Tiers 1-5), favoring official documentation over informal chat history, and explicitly flags contradictions for human review.

Can I use this skill to update my internal knowledge base?

Yes, the skill includes a specific framework for capturing research findings in a standardized format to ensure team knowledge is preserved and easily searchable.

What is the benefit of the confidence scoring system?

Confidence scores (High, Medium, Low) allow team members to understand the reliability of an answer at a glance, indicating whether it came from official docs or was inferred from informal sources.

When should I escalate a question instead of using the research result?

The skill recommends escalation for high-stakes topics such as roadmap commitments, legal terms, security compliance, or pricing exceptions where direct human expertise is required.

Customer Research

Name: Customer Research
Author: anthropics

byanthropics

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8,000

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Productivity & Workflow

Conducts multi-source research across documentation and internal data to provide synthesized, confidence-scored answers for customer inquiries.

The Customer Research skill empowers Claude to act as an expert researcher, systematically navigating internal documentation, CRMs, support tickets, and team communications to resolve complex customer queries. It follows a rigorous methodology to categorize source authority, resolve conflicting information, and assign clear confidence levels to every synthesized answer. This skill is indispensable for customer success teams, support engineers, and account managers who need to build comprehensive context quickly while ensuring every response is backed by official evidence or verified internal history.

Key Features

018,000 GitHub stars

02Automated templates for documenting research findings back into a team knowledge base.

03Standardized confidence scoring (High, Medium, Low) based on source reliability and corroboration.

04Multi-tier source prioritization ranging from official documentation to informal team communications.

05Intelligent contradiction handling that identifies and reconciles conflicting information across sources.

06Systematic synthesis structure including direct answers, supporting evidence, and contextual caveats.

Use Cases

01Building a comprehensive context profile for a specific account using CRM notes and meeting history.

02Investigating technical product capabilities and official specs to answer complex customer tickets.

03Cross-referencing internal wikis and support tickets to identify known workarounds for technical issues.

What are Skills?·How to Install

Install with 🐟 Skill.Fish

npx skillfish add anthropics/knowledge-work-plugins customer-research

For use in Claude.ai and ChatGPT

Download Skill