Support Triage
Inbound support tickets classified, routed, and partially resolved by an agent with permission-scoped access to account context and the support knowledge base.
Most support volume is the same 20 questions answered slightly differently. Triage by an agent — with the right account context and clear escalation paths — converts that volume into a tracked, measurable resolution stream.
What it solves
Lets human agents spend their time on the cases that need judgment instead of on the cases that need lookup. Reduces time-to-first-response and improves first-contact-resolution on the well-understood slice of volume.
How we build it
Intent and account-context extraction on inbound. Knowledge-base retrieval with citations. A small tool surface (account lookup, order status, password reset) with permission scopes. Auto-resolution on high-confidence cases; escalation to a human inbox with a context summary on the rest.
- Intent classification and account-context lookup
- Permission-scoped tool surface
- Auto-resolution with citation
- Context-rich escalation to humans
What changes when it is in place
CSAT and time-to-first-response both move. The team can see which intents the agent handles cleanly and which need either more knowledge or better tooling.