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Customer Experience

Support Ticket Autopilot

Tickets are classified, enriched with order context and answered with a draft your agent only has to check.

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TRIGGER Ticket arrives email, form or chat DATA STEP Classify & prioritise topic, urgency, language DATA STEP Gather context customer and order history AI STEP Draft reply grounded in knowledge base HUMAN CHECKPOINT Agent reviews edit, approve or reject RESULT Send & close status synced AI STEP Quality scoring learn from edits TRIGGER Ticket arrives email, form or chat DATA STEP Classify & prioritise topic, urgency, language DATA STEP Gather context customer and order history AI STEP Draft reply grounded in knowledge base HUMAN CHECKPOINT Agent reviews edit, approve or reject RESULT Send & close status synced AI STEP Quality scoring learn from edits
TriggerData stepAI stepHuman checkpointResult

Aggregated main logic. Real projects add error handling, retries and logging around every step.

The problem

Support teams lose time sorting tickets, looking up context and writing near-identical answers.

  1. Every incoming message is categorised and prioritised the moment it arrives.
  2. The workflow looks up the relevant customer and order context and attaches it to the ticket.
  3. A draft answer is generated from approved knowledge only, with the sources it used.
  4. Agent edits are scored and fed back, so drafts get closer to final every week.

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