Ticket and Email Triage

• Head of Customer Care Back Office
• Complaints and Appellate Cell Manager
• Enterprise Service Desk Manager
• BPO Email Process Lead

Written complaints arrive by email, web form, app and social media, and as escalations through the nodal officer or appellate channel, in English, Hindi and regional languages, often with bill screenshots or speed-test images attached. First-level agents read each one to decide the category, find the account and route it, and urgent items such as a regulatory escalation, a legal notice or an enterprise link outage wait in the same queue as everything else.

We build a triage service that reads each incoming email, form submission or ticket along with its attachments and prepares it for the resolver. It identifies the language, classifies the issue against your category tree, extracts the mobile or account number, circle, dates, amounts and disputed charges from the text and screenshots, and looks up the customer in the CRM. It assigns priority from your rules, raising anything that mentions a regulator, consumer forum, legal notice or enterprise outage, and links duplicates from the same customer. The ticket lands in the right queue with a summary and a drafted reply in the customer's language, for an agent to approve.

• Language detection and classification against your category and sub-category tree
• Extraction of mobile number, account ID, circle, dates and disputed amounts from text and attachments
• OCR for bill screenshots, speed-test images and scanned letters
• Priority rules for regulatory escalations, legal notices, repeat complaints and enterprise outages
• Duplicate and thread linking across email, web, app and social channels
• Drafted replies in the customer's language for agent approval

1. 01Receive the messageEmails, form submissions, app complaints and social tickets arrive in one intake.
2. 02Read text and attachmentsThe language is detected and attachments such as screenshots and letters are read with OCR.
3. 03Classify and extractThe issue is classified, key fields are extracted and the customer is found in the CRM.
4. 04Prioritise and linkPriority rules run, regulatory and legal mentions are raised, and duplicates are linked.
5. 05Confirm uncertain categoriesLow-confidence classifications go to a triage agent before routing.
6. 06Route and draftThe ticket reaches the right queue with a summary and a drafted reply, which the resolver approves and sends.

1. Channels
   • Email intake from Exchange or Gmail
   • Web form and app complaint feeds
   • Social listening tool feed
   • Ticketing system webhooks
2. Understanding
   • Language identification
   • OCR for attachments
   • Classifier and field extractor
3. Enrichment and rules
   • CRM and billing lookup
   • Priority and escalation rules
   • Duplicate linker
4. Workflow
   • Triage review screen
   • Ticketing system update
   • Reply drafter
   • Category and escalation analytics

Triage agents confirm low-confidence classifications, and resolvers approve every reply before it reaches the customer. Regulatory and legal escalations always go to the named complaints or legal owner and are never answered automatically.

• Ticketing such as Salesforce Service Cloud, Zendesk, Freshdesk, ServiceNow or an in-house CRM
• Exchange or Gmail mailboxes
• BSS and billing systems
• Social listening tools

• No reply sent without agent approval
• Regulatory, consumer forum and legal mentions always escalated to a named owner
• Personal data masked in logs
• Draft replies limited to approved templates and knowledge
• Confidence thresholds per category, reviewed monthly

• Supports the complaint registration and escalation flow operators run under TRAI's complaint redressal regulations; docket handling stays in your ticketing system.
• Customer emails and attachments are personal data under the DPDP Act 2023.

• Telecom & Contact Centres

  Multilingual Inbound Voice Agent for L1 Support

  A voice agent that answers routine L1 calls in Hindi, Hinglish and regional languages, resolves what it safely can through your systems and hands the rest to an agent with full context.

• Telecom & Contact Centres

  Real-Time Agent Assist

  Live transcription and prompts on the agent's screen: the right knowledge-base answer, the next compliance step and a drafted call summary, so new agents handle complex calls with fewer holds.

• Banking

  Customer Complaint Triage and Routing

  Classify complaints from email, branches, social media and RBI CMS, spot urgent cases such as unauthorised transactions, route them to resolver teams and draft acknowledgements.

• Telecom & Contact Centres

  Churn-Risk Outreach Automation

  Spot customers showing churn signals, explain why for each one, and run consented retention outreach on WhatsApp, SMS, voice or a human call with offers from your eligibility rules.