Illustrative example · Support Agent
Support Triage Agent
An example of sorting a support queue and preparing replies with the customer context attached.
Support Triage Agent
The challenge
A support queue mixes routine questions with urgent problems. The team has to read each ticket and its history before deciding who should handle it.
The proposed approach
The agent checks the ticket against approved help documents, suggests a category and reply, and explains when a person needs to take over.
The intended benefit
Support staff would receive labelled tickets and draft replies, with context attached to escalations. The team would check response times and the quality of those suggestions.
Workflow
How this workflow could run.
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Step 01
Read the incoming ticket and customer history.
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Step 02
Identify the question, urgency, product area, and tone.
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Step 03
Find approved answers in the help documents.
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Step 04
Draft a reply or pass the ticket to a person with a short summary.
Testing the idea
What to check in a working version.
This is a hypothetical workflow design. The steps and checks describe a possible build, and the intended benefits would need to be tested with real work.
The example problem
A support queue mixes routine questions with urgent problems. The team has to read each ticket and its history before deciding who should handle it.
What to test
Support staff would receive labelled tickets and draft replies, with context attached to escalations. The team would check response times and the quality of those suggestions.
Steps to automate
- Read the incoming ticket and customer history.
- Identify the question, urgency, product area, and tone.
- Find approved answers in the help documents.
Where people review the work
- Handle angry, urgent, or ambiguous tickets
- Approve drafts for sensitive replies
- Update the knowledge base when answers are missing
Possible tools
Checks before launch
- Keep irreversible or sensitive steps behind approval.
- Log the inputs, output, and reason for each important decision.
- Send uncertain results to a person for review.
Results to measure
- Accuracy of ticket labels and summaries
- Time to a useful support reply
- Completeness of escalation notes
What a working build should include
- A workflow map showing what starts a run, which sources it uses, and where the output goes.
- A review screen where a person can inspect the evidence, edit the output, and approve or reject an action.
- A run log showing the inputs, sources, output, and actions taken, including errors.
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