What to provide
Ticket text, product or service category, priority policy, and current queue owners.
Starting prompt
Classify this ticket under our routing policy. Return destination and evidence. If urgency or account identity is uncertain, send it to manual triage rather than guessing.
Trial case
Use a ticket containing a routine billing question and a possible safety concern. The safety escalation should take precedence over the routine category.
Review gate
A lead samples routed tickets and owns the escalation queue, especially outside business hours.
How to score the result
First-assignment accuracy and time until a high-priority ticket reaches its owner.
Use the current approved source and keep it available to the reviewer. Check a small set of finished outputs against the previous process before adopting this workflow.
Related workflows
Explore AI Playbooks by Business Function or the AI business strategy guide.