Support & Customer Success
A ticket, start to finish.
Support runs at volume, and the shape repeats: a ticket comes in, gets triaged, resolved, and — done properly — doesn't come back as the same problem twice.
Other typical workflows in this domain: account health & escalation (usage, support signal, and sentiment watched continuously) and customer feedback loop (what customers are telling you, routed back to the people who can act on it).
Sample workflow: Ticket-to-resolution
Automation = deterministic, rule-based. AI = judgement at the step level — drafting, scoring, matching. Human = decision, relationship, or anything that sets a precedent.
01Capture
AutomationTicket captured from any channel into one queue, account context attached.
02Deflection
AISelf-service deflection attempted before a human is engaged.
03Triage
AICategorised, prioritised by impact and urgency, routed to the right tier.
04SLA timer
AutomationSLA clock applied per priority and plan; breaches escalated automatically.
05First response
AIAcknowledgement plus genuine first diagnosis, sent within SLA.
06Knowledge search
AIKnowledge base searched before solving; known answers reused.
07Escalation
AutomationUnresolvable tickets escalated with full context — no re-explaining.
08Defect link
AIProduct defects split into the bug process, ticket kept linked.
09Knowledge capture
AINew solutions captured as draft articles at the moment of solving.
10Confirmation
HumanCustomer confirms resolution before close.
11Satisfaction
AutomationCSAT measured per interaction, fed to coaching.
12Review
AIVolume, drivers, and trends reviewed; recurring drivers routed onward.