AI-powered support with human oversight.

Ticket submitted via Service Desk

The client submits a ticket through the governed Service Desk channel. The ticket is received, assigned a reference number and linked to the client record.

Evidence: ticket logged with client identity, submission time and channel

AI triages and categorizes the ticket

Governed AI reads the ticket, classifies the issue type, assesses urgency and routes the ticket to the correct queue and agent. No manual sorting required.

Evidence: AI triage decision logged with category, urgency score, routing target and model used

AI suggests a response draft

AI Operator drafts a suggested response based on the ticket content, the client record and previous similar resolutions. The draft is marked as AI-generated.

Evidence: suggested response logged with generation timestamp, model version and confidence score

Agent reviews the draft and sends

The assigned agent reviews the AI-drafted response, edits as needed and approves it for sending. No AI response leaves the system without human sign-off.

Evidence: agent approval logged with reviewer identity, edit delta and send timestamp

Resolution confirmed

The client confirms the issue is resolved or the ticket is closed after the defined resolution window. The resolution is recorded against the client record.

Evidence: resolution logged with close method, time-to-resolution and agent identity

CSAT collected

A satisfaction survey is sent to the client through the portal. Responses are recorded and aggregated per agent, queue and ticket type.

Evidence: satisfaction score recorded with client identity, ticket reference and submission time