Can AI do support request from intake to closure?

An expert breakdown of a typical process from public sources, worked out by the same rules as your own check.

3 of 12 steps go to an agent

Goes to an agent (3)

An agent does these steps on its own.

Receive the request through the contact channel and sort it: incident or service request
An agent can do this step alone: everything it takes is a strong suit of AI.
- Rule-based classification and routing
- Scripted or regulated dialogue with an external party
Categorise by the predefined reference of categories and subcategories
An agent can do this step alone: everything it takes is a strong suit of AI.
- Rule-based classification and routing
First line: diagnostics by the known error database and scripts, resolution at first contact
An agent can do this step alone: everything it takes is a strong suit of AI.
- Checking against a reference and finding discrepancies
- Scripted or regulated dialogue with an external party

AI prepares the work; a person reviews and confirms it.

Log the request — user, description, affected service and configuration item
A person confirms it: the step changes something outside the company.
Functional escalation to the second line with transfer of ownership and notification of the user
A person signs off: the step needs a formal approval.
Second-line investigation: timeline, full scope, search through past incidents and logs
AI drafts it and a person checks: AI only drafts part of what it takes.
- Investigating a cause across heterogeneous sources
Apply the resolution and restore the service, including through the user's actions under dictation
A person signs off: the step needs a formal approval.
Record the resolution: closing notes, closure code, status 'resolved', notification of the user
A person confirms it: the step changes something outside the company.
Confirmation by the user and closure of the request; on disagreement — reopening
A person signs off: the step needs a formal approval.
Satisfaction survey on the closed request
A person confirms it: the step changes something outside the company.

These steps need a person's judgement or presence.

Prioritise by the impact and urgency matrix, override with a rationale
Stays with people: it takes judgement that depends on your business context.
- Judging risk or priority in a business context
Hierarchical escalation: VIP, risk of an SLA breach, sensitive topic
Stays with people: it takes judgement that depends on your business context.
- Judging risk or priority in a business context

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