Support Ticket Triage Agent
Reads incoming requests, answers routine ones from your own policy documents, and sends anything uncertain to a person.
The problem
Staff read and answer every request by hand, including the same routine questions they've answered a hundred times.
What it does
- Classifies each request by type and urgency
- Searches your policy documents by meaning, not just keywords
- Drafts answers grounded in your actual policies, never invented
- Sends complex, sensitive, or uncertain requests to a person right away
How it's built
- Main workflow: Request Triage Agent
- Sub-workflow: Policy Document Search (pgvector on Neon Postgres)
Pattern: Retrieval-Augmented Generation (RAG)
Built to fail safely
Answers are limited to documented policy before they reach anyone. Anything the agent isn't confident about goes to a person.
The outcome
Routine requests get accurate answers without a person reading them first, and urgent ones are flagged immediately instead of sitting in a queue.