What this service solves
Triage common support requests and prepare a draft in the existing review flow. The assistant classifies tickets against an agreed set of intents, uses one approved guidance source to draft a reply, and leaves the sending decision with a staff member. Sensitive or uncertain tickets continue through the team's manual process.
What you get
Draft review queue
Each eligible ticket arrives with a suggested classification and draft the reviewer can check against the original request.
Test and fallback rules
A small set of examples and expected dispositions shows where to draft, where to hand off, and how to deal with incomplete context.
What’s included
Classify a bounded ticket set
Define up to five intent classes, including how to handle tickets that mention more than one topic or lack enough detail to classify.
Draft responses using approved guidance
Draft from the agreed guidance. For requests that need customer-specific facts or an exception to policy, route the ticket to a person.
Present drafts for human review
Place the suggested reply in the review queue and preserve the original ticket context. Reviewers can revise the draft or follow the manual path.
How implementation works
Agree labels and review rules
Review sanitized tickets and agree which classes are eligible for drafting and which require manual handling.
Build and evaluate drafts
Build classification and drafting, then compare examples against the guidance and test borderline requests.
Pilot with staff
Run a bounded staff pilot and use reviewer feedback to adjust classification and fallback rules within scope.
Technical considerations
- Draft evidence and routing
- Use the original ticket as request context and the approved guidance as the basis for a reply. Define what missing context or restricted subject matter makes a ticket ineligible for drafting. Keep the draft associated with the ticket the reviewer must inspect.
Systems, inputs & prerequisites
Sanitized ticket examples, intent definitions, answer guidelines, and a helpdesk owner.
- Sanitized examples of routine, ambiguous, and sensitive tickets with the expected class or manual disposition.
- Current answer guidance, a helpdesk owner, and the team responsible for reviewing draft replies.
Starting scope & pricing
Base scope
One inbox, up to five intent classes, one guidance source, and draft-only output.
Illustrative workflow
New ticket
A customer asks how to update an account contact.
Classify
The assistant checks the request against the supported intent list.
Queue
A routine request receives a draft for review. A request for a restricted change goes to manual handling.
Validation & handover
- Compare suggested labels and drafts with the expected dispositions for a reviewed set of sanitized inbox examples.
- Show that a ticket requiring verification or customer-specific judgment reaches manual handling with its original context.
- Ask a reviewer to find, revise, and reject sample drafts using the agreed workflow. Confirm the assistant's output remains draft-only.
Limitations & possible extras
Limitations
The pilot is draft-only. Additional channels, languages, or guidance sources require a scope change. Helpdesk and model plans may incur separate usage charges.
Human reviewers must be available. Uncertain or sensitive requests go to manual handling.
Possible extras
Helpdesk plan, model usage, and new channels or languages.
Questions about this service
What if a message covers several intents?
Apply the agreed label priority when the request clearly fits it. A ticket goes to manual review when choosing one label would hide an issue the reviewer needs to see.
How do we decide which tickets to send to staff without a draft?
Review examples involving identity checks, policy exceptions, or missing facts. Use the agreed set to define when the workflow hands off and what information the reviewer receives.
Can staff send a reply directly from the draft queue?
The assistant prepares a draft for review. Sending remains a staff action through the team's existing helpdesk process, subject to the helpdesk plan and permissions.
What happens when we add another inbox or language?
The starting scope covers one inbox, one guidance source, and up to five intent classes. Additional channels or languages need their own examples and review and may incur extra platform or usage costs.