Customer service case triage and automation

The problem

Service teams spend a significant part of every shift categorising incoming cases, routing them to the right queue and drafting responses to routine enquiries. Misrouting adds handoffs, service level breaches follow, and skilled agents are unavailable for complex work.

Our approach

Incoming cases are classified against a taxonomy derived from historical volume, then routed by skill, language and workload. For recurring intents, an agent drafts a response grounded in approved knowledge articles; the human agent reviews and sends. Cases the model cannot classify confidently go to a human triage queue rather than being guessed. Containment, deflection and escalation rates are reported weekly so the automation boundary can be adjusted with evidence.