Operations
AI Support Ticket Triage
AI-driven customer support workflow: automatic ticket categorization, priority scoring, knowledge-base deflection, and AI-drafted responses reviewed by agents before send.
15steps
16connections
Process steps
1
AI Categorization
AI Agent · GPT-4o
2
AI Priority Scoring
AI Agent · GPT-4o
3
AI Knowledge Base Match
AI Agent · Pinecone RAG + Claude 3.5 Sonnet
4
AI Draft Response
AI Agent · Claude 3.5 Sonnet
5
Agent Review and Send
Support Agent · Zendesk
6
Route to Specialist
AI Agent · Zendesk + GPT-4o
7
Specialist Resolves
Tier-2 Specialist · Zendesk + internal tools
8
AI Resolution Confirmation
AI Agent · GPT-4o
9
Customer Sentiment Analysis
AI Agent · GPT-4o
10
Escalate to CS Manager
AI Agent · Slack + Zendesk
11
Close Ticket + KB Article Suggested
AI Agent · Notion + GPT-4o
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