10 days
Ticket processing pipeline
Inbound requests were triaged by hand: an operator read each one, worked out the topic, looked up the customer and passed it to the right team. We replaced that routine with a pipeline of AI agents that runs around the clock.
- Timeline
- 10 days from brief to production
- Solution
- Multi-agent pipeline
- Team
- Orchestrator and 6 AI agents
- Stack
- Queues · webhooks · LLM APIs
The challenge
Requests arrived through several channels, and first-line triage took most of the operators' time. At peak hours the queue grew, and at night and on weekends requests waited for the working day to start.
The team needed automation that understands what a request is about, adds the data it needs and hands it to the right person, while passing tricky cases to a human.
- every request triaged by hand
- queues at peak hours and idle nights
- misrouted and lost requests
The solution
- 01
Intake from every channel
Webhooks collect requests into a single queue, so nothing gets lost even under peak load.
- 02
Classification
An agent determines topic, urgency and tone and extracts the key data: order number, contacts, the essence of the problem.
- 03
Enrichment
A second agent pulls context from internal systems, such as customer history and order status, so the assignee does not have to look it up.
- 04
Routing and control
The request reaches the right team with a ready-made summary card. When an agent is unsure, the request goes to an operator with a flag.
Results
The pipeline handles six times more requests without extra headcount and never pauses, including nights and weekends. Operators work on complex cases instead of sorting.
Metrics are a reference: we check the result on your data with a prototype in 1–2 days.
Common questions
Which channels does the pipeline work with?
Any channel a request can come from: email, website forms, messengers, CRM and helpdesk systems via API or webhooks.
What if the AI gets it wrong?
An agent scores its confidence for every decision. Uncertain requests go to a human, and every decision is logged so it can be reviewed.
Do we need to change our systems?
No. The pipeline sits next to your current systems and works through their APIs; your team keeps using the tools it knows.
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