Classify tickets, find a cited answer and flag requests for escalation.
aileaders · Use case · Support
Context first. Then a response.
An agent helps triage requests, find relevant passages in your knowledge base and prepare a reply or escalation. Your team remains in control of sending.
Support queue · Review
Illustrative example — adapt to your rules
Incoming request
“I can’t renew my access after moving to a new team.”
Prepared classificationAccess · priority to confirm
Passage found
Knowledge base · Team-change procedureCheck the user’s team assignment before resetting access.
Team review
Suggested reply · escalate if the assignment does not matchPermitted outputDraft ready — nothing sent automatically
The mission
Turn a raw ticket into a verifiable next step.
The agent works within a defined scope: assigned tickets, approved knowledge articles and support guidance. It cites what it consulted, separates known facts from missing information and routes a request to an advisor when available guidance is not enough.
Agent configuration
A clear scope before the work begins.
Illustrative read-only view: sources and actions are defined for the pilot, not enabled by fictional controls.
Approved articles and procedures accessible to the selected role.
Consult the ticket and relevant passages without changing the record.
Write to a connected tool only when the integration allows it and the role has permission.
Success means relevant triage, an accepted cited reply and appropriate escalation, measured with time and total cost.
A supervised workflow
Trigger, prepare, review.
- 01
Trigger
A new ticket or selected request starts processing under your criteria.
- 02
Read
The agent consults only ticket fields and articles authorized in the configured scope.
- 03
Prepare
It suggests a category, a priority to check, a cited reply and an escalation reason when needed.
- 04
Approve
A team member edits, accepts or rejects each suggestion before any outward action.
- 05
Output
After approval, the draft can be copied or written to a connected tool only when the integration and permissions allow it.
Sources, tools and control
Read by default. Act after approval.
The pilot starts with an explicit list of sources, roles and permitted actions. An available connection does not, by itself, grant permission to act.
Measure before expanding
Time saved and quality observed, together.
Build a sample of comparable tickets before the pilot, then review a sample processed with the team. The examples on this page are illustrative; no outcome rate is assumed.
Time
Compare median triage and reply-preparation time, including rework and escalations.
Quality
Assess triage relevance, citation accuracy, required corrections and whether escalations were appropriate.
Total cost
Include platform, models, tokens, hosting, integration, operations and review time.
Time released does not automatically mean cash saved. Decide using cost per accepted ticket and observed quality.
Start with a pilot
A narrow scope and a documented decision.
Choose
Select one queue and one repeatable request type, with a business owner.
Scope
List authorized sources, permissions, escalation cases and actions that remain manual.
Compare
Measure time, quality and total cost on a sample, then decide whether to continue, adjust or stop.
FAQ
Frequently asked questions
Does the agent reply directly to customers?
Not by default. It prepares a draft for review. Sending is possible only after human approval, with an available integration and the relevant permission.
What information can it access?
Only tickets, articles and other sources explicitly authorized for the role and pilot scope. Access should be checked before the test begins.
How should we evaluate the pilot?
Compare a sample before and during the pilot: handling time, triage quality, citation accuracy, escalations and total cost, including human review.
Continue exploring
Map a first support workflow.
Define one queue, its authorized sources, escalation cases and the criteria used to judge quality.
No sending or ticket changes without the planned permission and approval.