Routing rules per workspace
Each workspace carries its own rules. Which team receives what is a decision your operation writes down, not one the model makes on its own.
CX360-One module
AI Triage
A queue sorted by arrival time treats an urgent complaint and a delivery question as equals. AI Triage reads what a message actually is the moment it arrives — intent, urgency, classification, priority, risk — and assists routing from there.
What happens at intake
Classification runs when the message lands, not when an agent opens it. Risk and case type are identified up front — the kind of distinction between a regulatory escalation, a suspected fraud, and an urgent complaint that determines who should see it and how quickly.
The result is then matched against routing rules defined per workspace, so the same platform can serve a customer care team and an internal IT desk without either inheriting the other's assumptions.
Rules your operation controls
Your categories, not ours
Case types and risk classes follow the categories your operation already uses, so triage output lands in a structure your reporting can read.
Personal data redacted first
Personal data is removed before anything is sent to an AI provider. The redaction happens on the way out, not as a setting the provider is trusted to honour.
Usage monitoring and token budgets
Consumption is visible and capped, so an automated classifier cannot quietly become the largest line on the bill.
Bring your own model
The provider is your choice — Anthropic Claude, OpenAI, Gemini, Alibaba Qwen, or Azure OpenAI. That matters less for pricing than for control: an organization with an existing agreement, a preferred jurisdiction, or a model it has already reviewed does not have to accept ours instead.
Output language is set explicitly, Indonesian or English, so classification and generated text do not drift into whichever language the model prefers that day.
What triage does not decide
Triage classifies and assists routing. It does not set service targets, it does not close anything, and it does not remove the owner from a ticket — those stay with Ticketing & SLA and with the people accountable for them.
The classification is a starting position, and a wrong one is corrected the way any other assignment is. What the module removes is the delay before a human looks, not the human.
Related modules
Test it on real messages
Book a review session
Bring a week of your own inbound.
Triage accuracy is impossible to judge on someone else's examples. Bring a sample of your own traffic to the review session and we will run it through against your categories.