Customer service · Example
Customer-request triage
Suggest routing and draft responses while keeping policy decisions with your team.
A possible approach to the work—not a client result or a promise of outcomes.
Today
Where work gets stuck
Staff read incoming requests, classify them, and search for the right response or owner.
With AI in the workflow
What could change
AI proposes a category, relevant knowledge, and a response draft. Staff approve replies and handle uncertain or high-impact requests.
Required inputs
- Permitted incoming requests
- Approved service knowledge
- Routing rules and escalation criteria
How the example works
- Read the request from the approved support channel.
- Suggest a category and responsible team.
- Prepare a source-grounded response draft when appropriate.
- Escalate uncertain cases and require human approval for external replies.
People stay accountable
The human decision
A support employee approves external replies and any policy exception.
What to measure
Triage time, routing correctness, and the share of cases requiring correction.
Risks to address
Incorrect policy advice, exposure of customer information, and inappropriate commitments.
Readiness
A current knowledge base, routing rules, and an escalation owner.
Typical systems
Support intake, knowledge storage, and existing ticketing tools.