Service Scope

The base service focuses on building an AI triage workflow that classifies incoming messages and organizes them for faster attention.

Base Service

• Review of current email or ticket categories
• Definition of classification labels and routing rules
• AI-based topic and intent detection
• Priority assignment based on urgency or business rules
• Routing recommendation by team, area, or queue
• Basic response suggestion for human review

Customization

• Custom ticket categories by business process
• SLA-based prioritization rules
• Automatic routing to departments, agents, or queues
• Suggested replies based on approved templates
• Integration with helpdesk platforms, inboxes, forms, or CRM systems
• Escalation rules for complaints, urgent cases, or VIP clients
• Feedback loop to improve classification over time
• Dashboard with volume, categories, response time, and unresolved cases

Base Output

• A classification and routing workflow that organizes incoming messages and suggests the next action for review.

Advanced Integration

• The system can connect to helpdesk tools, email inboxes, CRMs, or internal systems to classify, prioritize, assign, and prepare responses automatically.

Use Cases

Designed for teams that receive repeated requests through email, contact forms, support platforms, or customer service channels.

Including:

• Customer support inboxes
• Technical support tickets
• Internal IT or operations requests
• Sales and post-sale inquiries
• Claims, complaints, and service incidents
• Administrative request management

Responsible Use

• Critical cases should be reviewed before final action
• Routing rules should be aligned with the company’s real support process
• Suggested replies should be approved before being sent automatically
• Classification quality depends on message clarity and historical examples
• The system supports support teams; it does not replace human judgment in sensitive cases