SERVE / WORKFLOW
Route support requests with the right context
Classify incoming support requests, retrieve useful context, draft a response, and escalate the cases that need a person.
The problem
Support teams spend time reading every request, finding account context, searching documentation, and deciding where the issue belongs.
The current manual process
An agent opens the ticket, searches several systems, writes a response, asks another team for help, and tries to remember whether the issue is urgent or recurring.
The workflow
- Receive the request and identify the customer context.
- Classify urgency, topic, sentiment, and required team.
- Retrieve relevant product and account information.
- Draft a response or an internal handoff with sources.
- Escalate unclear, sensitive, or high-impact cases.
- Record the resolution and recurring product feedback.
Where AI and people fit
Where AI helps
Where a human approves
Tools involved
- Support inbox
- Knowledge base
- CRM
- Issue tracker
Expected outcome
Faster first response, clearer routing, and a feedback loop from support conversations into product work.
Known limitations
Knowledge bases need owners and review. Retrieval quality depends on the source material and the boundaries configured for the workflow.
Run it in Operic
Start by mapping the inputs, owner, tools, authority, and finish line. Build the AI and software steps around that process, run it on real work, and prove the result before making it a repeatable system.
Build this workflow around your business.
Join the early access list and tell us what the current process looks like.