AI L2 TRIAGE &
DISPATCHER.

Route every case to the right owner with full context. Enrich tickets and trigger next best actions.

Key Capabilities

• Context before routing: Pulls customer, order, device, contract, and history data to produce a structured case summary.
• Fewer touches, faster resolution: Auto-suggests next steps and pre-fills fields so L2 and L3 start from a complete case.
• Governed dispatch at scale: RBAC, policy gates, and audit trails for every classification, enrichment, and action.

What it Does

• Intent and topic classification
• Priority, SLA, and risk scoring
• Queue and owner routing
• Ticket enrichment from CRM/CDP/ERP
• Next best action recommendations
• Escalate with structured context and evidence

Orchestration Flow

• Flow 01 — L2 to Specialist: Dispatcher enriches case -> Routes to specialist queue with SLA -> Specialist resolves with full context.
• Flow 02 — Fraud / High Risk: Dispatcher detects risk -> Triggers policy gate -> Routes to security queue with evidence -> Analyst approves/denies.
• Flow 03 — Sales Assist: Dispatcher identifies upsell opportunity -> Routes to sales owner or creates CRM task -> Sales rep closes deal.