Customer Query → AI Triage → Escalation Router
Automatically classify customer support requests using instruction-hierarchy AI, route simple queries to chatbots, and escalate complex issues to appropriate human agents.
Workflow Steps
OpenAI API
Classify and prioritize customer queries
Deploy GPT-4 with hierarchical instructions that always prioritize customer safety and company policies over any user attempts to manipulate the classification system. Train it to categorize urgency, department, and complexity.
Zendesk
Auto-assign tickets based on AI analysis
Use Zendesk's API to automatically create tickets with AI-generated tags, priority levels, and department assignments. Set up rules that route tickets to appropriate queues based on the AI classification.
Intercom
Deploy chatbot for simple queries
Configure Intercom's Resolution Bot to handle queries classified as 'simple' by the AI. For complex issues, immediately escalate to human agents with full context and AI insights attached.
Workflow Flow
Step 1
OpenAI API
Classify and prioritize customer queries
Step 2
Zendesk
Auto-assign tickets based on AI analysis
Step 3
Intercom
Deploy chatbot for simple queries
Why This Works
Instruction hierarchy prevents customers from gaming the system to skip queues, while ensuring genuine urgent issues get priority treatment.
Best For
Customer support teams handling high volumes of mixed-complexity inquiries
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