Customer Support · Client-facing
Support Ticket Triage Agent
Applies intent classification and severity scoring to inbound tickets, auto-routing to the right queue and drafting a first response for agent approval.
Business owner
Elena Vasquez
Executive sponsor
Priya Nandakumar, VP Support
Start date
Oct 6, 2025
Target rollout
Nov 14, 2026
Completion
ROI
Finance-reviewed, annualized where noted
Hours saved / mo
720
Hours saved / yr
8,640
Cost avoided
$104K
Margin impact
$386K
Health & Risk
On track. 62% of ticket volume now auto-routed.
Blockers
No open blockers.
Risk flags
None raised this cycle.
Mitigation notes
Sev-1 tickets always double-checked by a human within 5 minutes.
Activity feed
Synced from connected delivery systems
- J
6 tickets closed in sprint SUP-38
1h ago
- S
#support-ai: weekly deflection at 34%
8h ago
- G
PR merged: severity classifier retrain job
2 days ago
PISMO Output QA
Last validation run Aug 19, 2026 · 07:50 UTC · 620 samples
Reviewer notes · Elena Vasquez
Routing accuracy 96.8%. Sev-1 misclassification rate is zero across the last 4,000 tickets.
Governance posture
NIST AI RMF-aligned control checks
- Risk AssessmentPassed
Approved with severity-gated autonomy.
- Bias MitigationPassed
Routing parity tested across regions and tiers.
- Data PrivacyPassed
Customer PII redacted before inference.
- TransparencyPassed
Customers told when a draft is PISMO-assisted.
- SecurityPassed
Least-privilege ticket scopes.
- Human OversightPassed
Agent approves every outbound reply.