Automated Ticket Urgency Classification Workflow

Overview

The Ticket Urgency Classification workflow automates the process of determining the urgency of support tickets using advanced AI and vector database technologies. This workflow is designed to streamline customer support operations by quickly and accurately classifying tickets based on their content.

Key Features

• Webhook Trigger: Initiates the workflow upon receiving a new support ticket.
• Text Processing: Utilizes the Text Splitter to break down ticket content for analysis.
• AI Embeddings: Employs Cohere embeddings to convert text into vector representations.
• Vector Database Integration: Inserts and queries data in Pinecone for efficient vector storage and retrieval.
• AI Chat Model: Uses Anthropic's language model for contextual understanding and classification.
• RAG Agent: Implements a Retrieval-Augmented Generation agent for enhanced decision-making.

Benefits

This workflow significantly reduces the time and effort required to classify support tickets, allowing support teams to prioritize and address urgent issues more effectively. By leveraging AI and vector databases, it ensures high accuracy and scalability.

Use Cases

Ideal for customer support teams in tech companies, e-commerce platforms, and any business handling large volumes of support requests. It enhances response times and improves customer satisfaction.

Integrations

Integrates seamlessly with Pinecone for vector storage and Anthropic for AI-driven insights, ensuring a robust and scalable solution.