An agent that sorts the queue and drafts the first reply from your knowledge base.
The problem
Every new ticket gets read twice before anyone helps the customer: once to work out what it is about, how urgent it is and who should own it, and again to find the help article or past ticket that already answers it. Most of a queue is questions the team has answered before.
That reading is the same for every ticket, and the answers already sit in the knowledge base and the ticket history. An agent can do the first pass on all of it, so the team spends its time on the tickets that need a person.
What the agent does
- Reads each new ticket and suggests a category, a priority and the team that should own it
- Searches the knowledge base and past solved tickets for the answer, and links the sources it used
- Drafts a first reply for a person to edit and send; it never sends a reply on its own
- Flags the tickets it cannot answer from those sources, and asks before it changes a field, a tag or an assignment
Systems it works in
- Ticketing system: tickets, fields, tags and assignments
- Knowledge base: help articles and internal how-tos
- Ticket history: past solved tickets and the replies that closed them
- CRM: the account behind each ticket
How it is measured
- Agent-to-human ratio: how many tickets the agent triaged and drafted, and how many a person still worked from scratch
- Quality: how often a person sent the draft, or kept the suggested category and priority, without changing them
- Coverage: the share of new tickets that had a suggested route and a draft before a person opened them
No demo is recorded for this work. The recorded demos show the same agent on revenue and customer success work, asking before it changes anything.