Every ticket gets classified by intent, urgency, and category before it reaches an agent. We generate a draft response grounded in your policy documents and case history so the agent edits rather than starts from scratch.
Complex and sensitive cases need the right agent, not just the next available one. We detect escalation signals early, package the full case history, and route to the correct person so they can act immediately without reading back through the thread.
SLA breaches do not announce themselves in advance. We monitor every open case against your response and resolution targets, flag the ones at risk before the clock runs out, and surface recurring issue patterns across every channel.
