Customer Service Ticket Router AI Agent
Building “Theo,” the Ticket Router AI Agent Define Project Scope Theo’s primary tasks: Ingest tickets: Collect support requests from multiple channels (email, chat, web forms). Extract ticket details: Categorize tickets based on type, priority, and keywords. Assess priority: Analyze urgency and impact to determine ticket priority. Match criteria: Use agent expertise, workload balance, and availability for ticket routing. Handle escalation: Manage tickets with no suitable agents available. Optimize and refine: Continuously improve routing efficiency with...
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