displayName
Support Queue Triage Automation
workflowKind
support
triggerType
continuous
typicalCadence
continuous
complexity
cross-team
description
Automates the routing and prioritization of incoming support tickets across
all channels -- applying NLP-based intent classification to categorize
tickets by product area, issue type, and urgency, computing priority scores
from customer tier, contract SLA obligations, and issue severity signals,
auto-assigning tickets to the appropriate queue based on agent skill tags
and current workload distribution, attaching relevant knowledge base
articles and historical resolution patterns to the ticket context,
triggering SLA countdown timers with escalation rules matched to contract
terms, and feeding misclassification feedback loops back into the routing
model. Produces auto-triage accuracy dashboard, queue distribution
analytics, and SLA assignment audit trail. Excludes ticket resolution and
agent training.