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AI Support Triage Agent
Reads incoming tickets, classifies intent (WISMO, returns, damage, sizing), routes to correct workflow or human queue with full context.
What it replaces
Manual ticket reading and routing by support agents.
Trigger
New support ticket created via email, chat, or form.
Output
Classified and routed ticket with suggested response and context.
When it makes sense
High ticket volume (50+ per day) with repetitive ticket types.
When it doesn't
Complex B2B support requiring deep product knowledge or relationship management.
Real world note
Cuts triage time by 70% and ensures consistent routing. Agents start with context instead of reading from scratch.
Considerations
- Need historical ticket data for training the classification model.
- Must maintain human oversight for edge cases and quality control.
- Integration with your helpdesk system required (Zendesk, Gorgias, etc.).
FAQs
How accurate is the classification?
85-90% accuracy for common ticket types after training on your historical data.
Can it handle multiple languages?
Yes, with proper language model configuration and training data.