Before
Unstructured inbox triage, repeated context gathering, inconsistent severity handling.
Dave Chapman
AI, Agents & Automation for Real Business Work
Case study
AI-assisted support ticket triage
Rerouted mixed-quality inbound tickets into confidence-ranked lanes.
Bottleneck -> Boundary -> Build -> Measure
After
Context capture and routing suggestions happen automatically with review checkpoints.
Decision trace
From friction to measurable outcome
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Problem
Support teams re-read similar tickets and escalated too early.
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Boundary
Automation classifies and drafts routing; team leads own final priority decisions.
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Implementation
Rerouted mixed-quality inbound tickets into confidence-ranked lanes.
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Outcome
Median first-response handoff dropped to under 20 minutes in pilot runs.
Constraint first
Low-confidence tickets always route to manual review. No silent auto-close.
Outcome evidence
Median first-response handoff dropped to under 20 minutes in pilot runs.
System boundary
Agent software delivery cycle with human review gates
The agent handles scoped implementation work, while human review gates keep accountability, quality, and release confidence explicit.
