Problem
The support inbox is a mix of order status questions, refund requests, product questions and edge cases. Humans burn hours triaging before the real work starts.
Solution
A triage agent classifies every inbound ticket, pulls the order data it needs, drafts a first response for the easy 60%, and escalates the ambiguous ones to a human with full context attached.
Outcome
Median first-response time drops from hours to minutes, and the human queue shrinks to the genuine edge cases worth a person's attention.