Support Ops Triage
AI-powered ticket classification, SOP-grounded responses, and automated resolution.
Support Ops Triage
Reduce L1 support ticket resolution time from 4 hours to 15 minutes with AI-assisted triage and auto-resolution.
The Problem
Support team handles 200+ tickets/day:
- Password resets (30%)
- Extraction failures (25%)
- “How do I…” questions (35%)
- Bugs and feature requests (10%)
Most are repetitive but require human attention.
The Sentinel Solution
Auto-Classification
WF4 agent reads ticket and classifies:
- Common issue → Auto-response with SOP link
- Extraction failure → Check pipeline status, suggest retry
- Bug → Create Jira ticket, notify engineering
- Feature request → Log in product backlog
SOP-Grounded Responses
Agent retrieves relevant SOP from KB:
“Your extraction failed due to a password-protected PDF. Please remove the password and re-upload. Here is the step-by-step guide: [link]”
Escalation
Complex tickets auto-escalate to L2 with:
- Full context (logs, document ID, error trace)
- Suggested resolution path
- Similar resolved tickets
ROI
| Metric | Before | After |
|---|---|---|
| Avg resolution time | 4 hours | 15 minutes |
| L1 deflection rate | 10% | 65% |
| Customer satisfaction | 7.2/10 | 9.1/10 |