AI Automation

Customer Support Agent

Task decomposition

Customer submits a structured intake form.
Sentiment analysis detects emotional tone and flags negative messages.
A classifier sorts the issue into one of five categories: Billing, Technical, Account Access, Sales/Upgrade, Escalation.
Workflow routes the ticket by email to the correct specialist with an SLA attached.
Billing tickets pause for a human-confirmation gate before reaching Finance.
Escalation and ambiguous cases always route to a human manager and are never auto-closed.

Objective of the workflow

Replaces manual triage, where a rep reads every incoming request and decides where it goes from memory, with an automated router that classifies tone and issue type and assigns ownership.
Enforces a human check on the one category where a misroute has real financial consequences.

Architecture