Customer experience · Example workflow
Customer support triage
Give support teams a head start with categorised requests and relevant account context.
From trigger to outcome
A support request arrives
A prepared ticket reaches the team
The opportunity
What slows down support triage
Support teams spend time sorting queues, finding account history and repeating the same initial research before they can help a customer.
How it works
From support request to the right queue
The exact systems and steps are tailored to your team. This example shows a starting point for the conversation.
- 01
Read the request
Collect the message and relevant account context from the systems your team already uses.
- 02
Classify and prioritise
Identify the issue type and urgency using explicit rules and an AI-assisted classification.
- 03
Find useful context
Retrieve relevant help articles and suggest a draft response with links to its sources.
- 04
Route and track
Send the ticket to the right queue and record the actions taken for an audit trail.
People stay in control.
Agents review drafts and handle exceptions. Refunds, account changes and other sensitive actions require explicit approval.
What you can measure.
- First response time
- Time spent on initial triage
- Escalations and quality of resolved tickets
More ideas
Explore another workflow.
Sales & growth
Lead qualification & routing
Turn incoming enquiries into prioritised, useful conversations for your sales team.
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CRM data hygiene
Keep records useful with duplicate checks, missing-field reminders and clear ownership.
A record is created or changedThe CRM stays easier to trustCRMEmailWorkflowSlackInternal operations
Internal knowledge assistant
Help your team find grounded answers across the documents they are allowed to access.
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Make this workflow your own.
Bring your process and the tools you use. We will map the handoffs, checks and a sensible first implementation together.
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