Research
Service ticket triage
Put repetitive triage, enrichment and recommendations into a reversible workflow.
Outcome
Identify priority faster while preserving review and escalation.
02 / Interactive workflow
Inspect the responsibility chain.
Select a node to see its input, action, output, risk and control.
System / Ticket received
Input
Email, form or support record
Action
Normalize fields
Risk
Missing fields
Control
Missing fields enter enrichment queue
Click a node to inspect the boundary. Human and AI are not interchangeable.
03 / Business view
What this workflow changes
Identify priority faster while preserving review and escalation.
Metrics
- First response time
- Triage accuracy
- Escalation miss rate
04 / Technical & governance
Boundaries before automation
- Medical, financial and safety topics need separate rules and escalation.
- Model suggestions improve queues; they do not replace accountable judgment.
Implementation notes
- Build an offline evaluation set from sampled historical tickets.
- Start with recommendations; do not auto-close or reply.
Prototype / Research labels are intentional. This workflow is a starting point for diagnosis, not a promise that your systems are already connected.