> ## Documentation Index
> Fetch the complete documentation index at: https://irisdocs.prescientlabs.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Service Use Cases

> Opportunity patterns for triage, agent assistance, knowledge retrieval, response drafting and quality review.

## 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.

<Warning>
  Do not optimise handling time at the expense of customer outcome. Pair efficiency measures with resolution, satisfaction and repeat-contact metrics.
</Warning>