AI Usage
Understand ticket triage, routing, priority, SLA, knowledge grounding, response suggestions, sentiment, case summaries, CRM enrichment, escalation, and quality assurance.
12 matching terms
Intake
Ticket triage
Reviewing incoming requests to determine type, urgency, and next handling step.
Automate common cases and send uncertain or sensitive cases to review.
Classify ticket, detect language, set priority, and select queue.Intake
Routing
Assigning a case to the appropriate team, queue, or specialist.
Base routes on product, region, entitlement, language, and risk.
Billing disputes -> finance support queue.Intake
Priority scoring
Calculating an urgency or impact score used to order work.
Combine explicit business rules with model signals and review critical thresholds.
Priority = outage impact + customer tier + deadline risk.Operations
Service-level agreement (SLA)
A commitment defining response or resolution targets and service expectations.
Use timers and alerts to prevent cases from missing the agreed target.
Alert the owner when 80% of the first-response SLA has elapsed.Responses
Knowledge base
A maintained collection of approved information used to answer questions and resolve issues.
Retrieve current articles and preserve source links in suggested responses.
Ground the answer in the current returns-policy article.Responses
Suggested response
A generated reply draft based on the case and approved knowledge.
Show evidence, confidence, and editable text to the support agent.
Draft a reply with the verified delivery status and next step.Analysis
Sentiment analysis
Estimating emotional tone such as positive, neutral, frustrated, or urgent from language.
Use it as a supporting signal, not the sole basis for consequential decisions.
Flag strongly frustrated messages for a faster human review.Analysis
Case summary
A concise record of the issue, relevant history, actions taken, and current status.
Generate it for handoffs and verify critical facts against the case record.
Issue / customer impact / attempted fixes / promised next step.CRM
CRM enrichment
Adding verified attributes or activity data to a customer or account record.
Define trusted sources and do not overwrite authoritative fields without approval.
Append latest support topic and product interest to the account.CRM
Lead scoring
Assigning a score that estimates a prospect's fit or likelihood to take a desired action.
Document inputs, exclusions, thresholds, and fairness checks.
Score using consented engagement and firmographic fit.Human control
Escalation
Moving a case to a person or team with greater authority or expertise.
Trigger it for safety, legal, repeated failure, VIP impact, or low confidence.
Escalate threats, regulatory complaints, and unresolved payment disputes.Human control
Quality assurance
Checks that support handling follows policy, factual evidence, and communication standards.
Review samples and all high-risk automated cases with a documented rubric.
Check policy accuracy, empathy, resolution, and prohibited commitments.