Support Triage Assistant
An AI-assisted triage layer that classifies and routes inbound support requests.
Overview
A triage service that classifies inbound support messages, drafts suggested replies for a human to approve, and routes anything ambiguous to a person rather than guessing.
The Problem
Support volume made first-response times unpredictable, and manual triage consumed hours of senior staff time every week.
The Solution
A classification layer built on third-party AI models that suggests a category and draft reply, always gated behind human approval before anything is sent.
Where It Stands
Currently in the planning phase.
Key features
- Automatic classification
- Human-in-the-loop approval
- Confidence thresholds
- Full decision audit trail
Technology
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