Customer Support Analyst

Local Model Context Protocol server for natural-language Q&A over a customer-support ticket dataset. Built for analysts and ops — not a customer-facing chatbot.

Model

This MCP server does not call an LLM itself. Natural-language planning is performed by the MCP host.

Tested with:

• Cursor Agent (host-configured model)

No OPENAI_API_KEY or ANTHROPIC_API_KEY is required by this server. The model is whatever the host already uses.

How it works

Tool	Use for
ping	Health check / troubleshooting (MCP config smoke test)
get_schema	Columns, semantic field descriptions, allowed filter values, SQL vs search routing
query_tickets	Counts, group-bys, structured filters (read-only SQL)
search_tickets	Lexical keyword/topic examples (BM25); minimal hits + relevance_score (ranking only)
get_ticket	One ticket by id (detail after search; text marked untrusted)
search_metrics	Lexical FTS match counts / group-bys for free-text queries

Structured counts come from query_tickets (including ticket_tags for label analytics). Match volumes come from search_metrics (lexical FTS only — not semantic topic prevalence). search_tickets hits are ranked examples, not volume — use get_ticket for body/answer. Ticket subject/body/answer are untrusted model input.

FTS uses an inverted index, stemming, and BM25 ranking — better than SQL LIKE for examples, still not paraphrase/embedding search. The dataset is EN+DE; SQL works for both languages. FTS uses DuckDB’s default English analyzer, so German text search is best-effort.

Dataset: Tobi-Bueck/customer-support-tickets (Hugging Face Support_Dataset linked from the assignment; downloaded once at ingest).

Architecture and rejected alternatives: DECISIONS.md.

Requirements

• Node.js 20+
• npm
• An MCP host (Cursor, Claude Code, or Codex)

Quick start

git clone https://github.com/ZivSapir/customer-support-analyst-mcp.git
cd customer-support-analyst-mcp
npm install
npm run ingest   # downloads CSV (first run), builds local DuckDB + FTS index
npm run build
npm run verify   # optional: schema, count, search, SQL guard
npm start        # stdio MCP server — normally the host spawns this

data/ is gitignored. Each machine runs ingest locally against a pinned Hugging Face revision (see src/dataset.ts); the CSV checksum is verified and data/ingest-manifest.json records provenance.

MCP configuration

Use the absolute path to this repo. After changing tools, restart the MCP server (or reload the window) so the host picks up the new tool list.

Cursor

User or project config (.cursor/mcp.json / ~/.cursor/mcp.json):

{
  "mcpServers": {
    "customer-support-analyst": {
      "command": "node",
      "args": ["/ABSOLUTE/PATH/TO/customer-support-analyst-mcp/dist/index.js"]
    }
  }
}

You should see ping, get_schema, query_tickets, search_tickets, get_ticket, and search_metrics. If ping fails, fix MCP configuration before debugging SQL.

Claude Code

Same JSON in Claude Code MCP settings (or ~/.claude/claude_desktop_config.json, depending on install).

Codex

Same mcpServers block in the Codex MCP config for your install.

Example file: mcp.config.example.json.

Example questions

Question	Expected tool
How many tickets are in the dataset?	query_tickets
High-priority tickets by queue	query_tickets
Breakdown by language and priority	query_tickets
What are customers saying about refunds?	search_tickets
Password-reset tickets in German (by language column)	query_tickets, or search_tickets with language: "de" (FTS is English-optimized)
How many tickets mention refunds?	search_metrics
High-priority tickets about password resets (examples)	search_tickets with filters
How many tickets have the Refund tag?	query_tickets on ticket_tags

Optional MCP prompt: ticket-analyst (reminder only — routing lives in tool contracts + get_schema).

Full list of example questions (routing hints for reviewers — not an automated LLM eval harness): eval/questions.json. npm run verify checks that file’s shape and pinned DuckDB/FTS expectations.

Scripts

Script	Purpose
npm run ingest	Pinned CSV → data/tickets.duckdb + FTS + ingest manifest
npm run peek	Print columns + sample rows from local DuckDB
npm run build	Compile src/ → dist/
npm start	Run the stdio server
npm run verify	Pinned smoke checks (row counts, filters, FTS, SQL guard/FS, eval JSON shape)