AI System for Routing SaaS Support Requests by Product Module

The problem

In day-to-day operations, support requests, account plans and module maps arrive in separate records and files, preventing the team from reviewing the same case in one place.

As a result, the link to the source can be lost while module, urgency and team suggestions are prepared, leading to repeated checks and uncertainty about the basis for the decision.

Incomplete automation may overlook security, payment or outage content, while poorly controlled automation creates a risk that a critical request will be left waiting.

What we set out to improve

• Time taken for the draft module, urgency and team suggestions to be ready for review
• Accurate routing of records concerning security, payment or an outage to the correct specialist queue
• Recording of suggestions amended or rejected by the support operations lead

How the system works

1. 01 Retrieve support-request, account-plan and module-map data from an approved source
2. 02 Verify the source system, record identifier and freshness information
3. 03 Transform the fields into the target process schema
4. 04 Prepare draft module, urgency and team suggestions
5. 05 Compare the draft with business rules and source records
6. 06 Exception check: the request concerns security, payment or an outage
7. 07 Support operations lead approval, amendment or rejection
8. 08 Write the input, suggestion, amendment and final decision to the audit log

Methods we used

• Source-traceable data extraction for the support request, account plan and module map
• Structured output that restricts the module, urgency and team-suggestion fields through business rules
• An exception gate that separates requests concerning security, payment or an outage
• A queue that shows the source and suggestion together for the support operations lead
• Duplicate-processing and rollback records to manage the risk of a critical request being left waiting

Where people stay involved

Data and security

Only the fields required for the task are processed from the support request, account plan and module map. Source-system permissions are preserved, and personal and commercially sensitive data is minimised before being passed to the model. Every read, suggestion, human amendment and write to the target system is logged.

Who this suits

Frequently asked questions