Understands ticket content, determines category and priority, assigns it to the best-suited handler, and escalates automatically on timeout.
(New ticket: all MES terminals in Workshop 3 cannot log in, affecting the current production shift)
Classified as a P1 production-impacting incident, category “application access”. Assigned to the on-shift application support lead, with the network team looped in for joint investigation. SLA response time is 15 minutes and the escalation timer has started.
Misrouted tickets directly lengthen resolution time. This template reads the ticket description and attachments, identifies the issue category, scope of impact and urgency, and picks an assignee based on skills, current workload and past performance.
Dispatch rules and SLAs are configurable, with reminders and automatic escalation as deadlines approach. The dispatch rationale is recorded on the ticket, handlers can flag a misassignment in one click, and that feedback drives continuous improvement.
Answers customer questions from the product and service knowledge base, looks up orders, completes transactions and hands off to agents, measured on resolution rate rather than response rate.
Analyzes complaint records for root causes and trends, identifies systemic issues and high-risk cases, and produces an improvement report.
Most customers go live after changing 20–40% of a template. Book a workshop and we will assess it together.