Professional services
Support Triage & Knowledge Assistant
Selected work
Faster first response on recurring question typesConsistent answers tied to current policy docsClear escalation path when judgment is required
Challenge
Support inboxes mixed billing, product, and onboarding questions. Agents spent time searching SOPs and rewriting the same answers while SLA pressure climbed.
Solution
We built a triage workflow that classifies inbound tickets, drafts grounded replies from approved knowledge, and escalates exceptions with full context to human agents.
Outcome
- Faster first response on recurring question types
- Consistent answers tied to current policy docs
- Clear escalation path when judgment is required
More work