Support triage and reply drafting

What we built

• —Classification of incoming email and tickets by topic, urgency and product area
• —Routing to the right queue with the rules the support lead actually uses
• —A drafted reply with the account history, order status and relevant policy already pulled in
• —Escalation for anything sensitive, with nothing sent automatically unless the team allows it
• —Reporting on what is arriving so recurring problems become visible

What came out of it

Agents opened a ticket that was already sorted and half written, and urgent cases surfaced immediately instead of waiting behind routine ones.

Services behind it