Service request triage
Get each request to the right team with its customer history, urgency, and missing information already assessed.
1.
Read the request
Identify what the customer needs across messages, attachments, and previous interactions.
4.
Watch the handoff
Track acceptance and response time, and escalate requests that remain unowned.
2.
Check the context
Confirm the account, service entitlement, open cases, and any deadline that affects priority.
3.
Assign the owner
Route the case using agreed skills, severity, and ownership rules, with the reasoning attached.
Evidence in, action out.
The operating problem
Queues mix routine questions, complex cases, and urgent exceptions, so routing depends on incomplete metadata or manual review.
How the workflow runs
Read the request alongside account history and service rules, then assign an owner with a clear priority and explanation.
Evidence and inputs
Email, chat, forms, call transcripts, CRM history, entitlements, product data, and service policies.
Actions and handoffs
Classify intent, set priority, enrich the case, assign the right team, and request missing information.
Operating outcome
Shorter time to ownership and fewer transfers between teams.
Controls for production
Priority rules, restricted-topic detection, confidence thresholds, language handling, and human review for sensitive cases.
Give every request a useful starting point
Saber brings the request, customer context, and routing policy together before the first handoff.
Forge
Connects service channels, customer records, and routing rules.
Heimdall
Monitors new requests, queue changes, and response deadlines.
Mimir
Adds account history and service context to incoming cases.
One intelligence layer from plan to delivery
16x
Faster time-to-insight
5
Fewer tools needed
80%
Avg. cost reduction
8 hrs
Saved per team per week
Route work inside your service stack
Connect your helpdesk, CRM, and service systems so case context, ownership, and priority arrive where agents work.
Turn AI potential into real business outcomes
Resources
Certified
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