Case Management
Agents handle initial triage — categorization, routing, severity assessment. Humans intervene at resolution. Case auto-close for deflectable intents. Supervisor oversight on agent-resolved cases for calibration.
Email and Intent Detection
Inbound email → classification → suggested response → agent review and send. Intent signals (frustration, churn risk, compliance mention) route differently. Reduces response time dramatically on high-volume support.
Quality Evaluation
AI grades agent-customer interactions against rubrics. Not punitive — coaching. Supervisor signals with specific feedback. Historical grading replaces ad-hoc listens.
Knowledge Management
Agent drafts KB articles from resolved cases. Knowledge manager reviews and publishes. Search relevance improves via embeddings. Content debt shrinks over time if the pipeline runs consistently.