Ticket triage with human escalation
- Architecture
- Tickets arrive from email and a form into a queue. A classifier tags them by theme and urgency and routes them. For themes covered by documentation, the system proposes an answer an operator approves with one click; after a measured period of accuracy, consistently approved answers go out directly. Everything not covered goes to a person, with context already gathered.
- Connected systems
- Email (IMAP/SMTP) · Web form · Existing help desk · Internal documentation
- What it would take over
- Triage and repetitive answers — the first half of a support operator's day.