AI System for Routing Customer Portal Requests

The problem

When portal forms, account details, orders and service agreements are held in different sources, their fields must be matched manually before a business type and responsible team draft can be prepared.

The customer operations specialist must compare every suggestion in the business type and responsible team draft with the source record; missing or conflicting evidence must not replace the final decision.

If a single message containing multiple needs is not referred for separate review, the request may be placed in the wrong queue; the record must not proceed without a human decision.

What we set out to improve

• Time taken for the business type and responsible team draft to reach the customer operations specialist for review with its supporting evidence
• Outcomes of records referred for human review because a single message contains multiple needs
• Number of suggestions corrected after identifying the risk of placing the request in the wrong queue

How the system works

1. 01 Retrieve the portal form, account details, order and service agreement from authorised sources using the record identifier
2. 02 Link source, date and version details to the shared work record
3. 03 Validate fields and units
4. 04 Prepare the business type and responsible team draft with its supporting evidence
5. 05 Check for the exception: a single message contains multiple needs
6. 06 The customer operations specialist accepts, amends or rejects the draft
7. 07 Write the approved decision and its source to the audit log

Methods we used

• A source-referenced shared data schema for the portal form, account details, order and service agreement
• A decision structure that separates deterministic rules from AI suggestions
• A review screen showing the business type and responsible team draft alongside the underlying evidence
• A mandatory human review queue when a single message contains multiple needs
• An event identifier that prevents duplicate processing

Where people stay involved

Data and security

Only the fields required for this decision should be processed from the portal form, account details, order and service agreement. Access to source systems should be authorised separately from the customer operations specialist role; personal, commercial and technical secrets should not be passed into the model context unnecessarily. Reads, suggestions and human decisions should be logged separately.

Who this suits

Frequently asked questions