Route tickets to right specialists
Route every ticket instantly and equip agents with AI-suggested solutions for faster resolutions and fewer escalations.
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When a new ticket arrives from any channel into [helpdesk/ticketing system], the automation captures the ticket content and pulls customer context from [customer context source, e.g. CRM], uses AI to categorize the issue type and complexity level based on the content analysis, and routes the ticket to the appropriate team or agent in [helpdesk/ticketing system] according to predefined assignment rules based on the AI classification. It then uses AI to analyze the ticket against [knowledge base or previous resolutions repository] to suggest the three most relevant articles or solutions that match the issue, delivering these suggestions directly to the assigned agent via [agent notification channel, e.g. ticketing system note, internal chat] to enable faster resolution without manual searching.
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Problem
Customer support teams receive hundreds of tickets daily across multiple channels. Support managers manually review and assign tickets to the right specialist based on issue type, product area, and complexity. New support agents spend significant time searching knowledge base articles or escalating issues that could be resolved with existing documentation. This creates delayed response times and inefficient resource allocation.
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Solution
When a new ticket arrives from any channel, the automation captures the ticket content and customer context, uses AI to categorize the issue type and complexity level based on the content analysis, routes the ticket to the appropriate team or agent according to predefined assignment rules based on the AI classification, then uses AI to analyze the ticket against the knowledge base and previous resolutions to suggest the three most relevant articles or solutions that match the issue, delivering these suggestions directly to the assigned agent to enable faster resolution without manual searching.
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Impact
Tickets are routed to the correct specialist immediately with relevant knowledge base articles automatically suggested, enabling faster response times and empowering agents to resolve more issues independently without escalation.
Benefits
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Instant intelligent routing
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AI-suggested resolution articles
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Reduced escalation rates
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Faster first response
Solutions
Adapt at speed with visual-first automation and AI
Make drives efficiencies, solves problems, and speeds innovation by breaking down silos across your business.
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