Triage & Routing Agent
Classifies every incoming ticket, resolves what it can, and routes the rest to the right team the first time.
The Triage & Routing Agent reads every incoming request, works out what it is about and how urgent it is, resolves the ones with a clear answer, and sends the rest to the right queue or person. It removes the manual sorting that slows down first response and causes tickets to bounce between teams.
How it works
The agent classifies intent and priority, resolves common categories through Autopilot, and routes the remainder with a summary attached through Assist. Audit tracks how often routing was correct and feeds misroutes back into the weekly tuning loop.
Example requests it handles
- Billing question about last month.
- My integration stopped syncing.
- I need to update my company details.
- Urgent: service is down.
In your industry
- Sorts and routes end-user tickets the first time, protecting your SLAs as volume grows.
- Directs work-order and scheduling requests to the right team without manual triage.
- Routes citizen requests to the correct department with a record of the decision.
- Gets student and faculty requests to the right office across admissions, IT, and services.
- Resolves common tickets and routes the rest to the account or product team that owns them.
- Separates routine queries from clinical ones and routes each appropriately.
- Keeps clinical questions with people and resolves the administrative ones automatically.
- Routes configuration, module, and post-go-live questions to the right consultant.
In Auralis
Auralis runs triage through Autopilot for the categories it can close and Assist for the handoffs, with Audit measuring routing accuracy so it improves week over week.