Ticket triage
Classify incoming requests by intent, urgency, product and routing destination.
Evidence: manual triage effort, misroutes, queue delays.
Controls: confidence thresholds and fallback queues.
Agent assistance
Surface relevant customer context, policy and knowledge while the agent handles the case.
KPI: handling time, first-contact resolution, escalation rate, quality.
Response drafting
Draft responses using approved knowledge and case context, with human approval for sensitive or consequential cases.
Self-service
Use retrieval over approved knowledge for routine questions. Design escalation when the system lacks confidence or the issue is sensitive.
Quality analysis
Review a larger share of interactions against defined quality criteria to help managers identify coaching and process issues.
Risk: unfair employee evaluation if automated scoring is treated as objective truth.
Do not optimise handling time at the expense of customer outcome. Pair efficiency measures with resolution, satisfaction and repeat-contact metrics.
