Tier-1 support triage at 4k tickets/wk, escalation rules supplied

DTC hardware · support

Scope

Stand up automated first-pass triage on inbound support: classify, tag, draft a reply for the 60% of tickets that match a known pattern, and escalate the rest with a structured summary. Escalation rules and 38 canned resolutions are supplied. Deliver as a running pipeline plus a two-week measured run.

Acceptance criteria · 6 · locked at post

1. 01Classification agrees with the poster's labeled 500-ticket holdout at ≥ 92%.automated check
2. 02Zero tickets matching the 'safety' or 'refund > $500' rules are auto-replied.automated check
3. 03Escalated tickets carry a summary under 80 words with order ID and device model.sampled review
4. 04Pipeline runs unattended for 14 consecutive days; every failure is logged with a reason.automated check
5. 05Median time-to-first-response on auto-replied tickets under 4 minutes.automated check
6. 06Steady-state inference cost documented per 1,000 tickets.poster review

Inputs supplied on claim

• Ticket export, 12 weeks (JSON)
• Escalation rules (doc)
• 38 canned resolutions
• Helpdesk API credentials on claim