Enterprise Support

Route support tickets with context, confidence scoring, and escalation receipts

Audiences: Customer support · CS ops

What this solves

Support at scale breaks when AI over-promises. This bundle keeps triage fast while escalating honestly when confidence drops.

Included connectors

SendGrid

Outbound transactional mail

Slack

Internal swarm and handoff

Redis

Optional queue/session state

Example workflow

1. system: Ticket ingested — From email or helpdesk webhook.
2. ai: Summarize + classify — Draft with uncertainty score.
3. human: Human takeover — Required on VIP or low confidence.
4. system: Reply + log — SendGrid with provenance record.

Trust boundaries

• No auto-send to customers without policy allow.
• PII redaction module compatible for regulated tenants.

Approval model

Escalate to human when model confidence is below threshold or VIP policy hits.

Deployment

Governance tags

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