Current friction
Where work stalls, duplicates, waits, or loses context.
Use Case
Customer Triage redesigned for people, systems, and AI.
Customer triage needs routing logic before it needs another AI inbox. Priority, ownership, and exception paths have to be designed first.
What We Assess
Decision owner
Who can decide, approve, escalate, or stop the work.
Transfer output
The map, rules, and notes the team can use after the scan.
The Pattern
Customer Triage has repeatable patterns.
Triage becomes noise when every message competes for attention. We define the signals AI can classify and the moments people must decide.
Before
After
Trigger Handoff Decision
What Changes
Visible work
Recurring steps and exceptions become clear enough to improve.
AI boundaries
Decisions sit at the right point, and AI stops where judgment is needed.
Reusable handoff
Context moves with the work instead of being rebuilt each time.
Transfer notes
The team gets the logic and ownership model.
Redesign Surface
Breaks todayRedesigned patternOutput
Customer Triage
Requests move by inbox order, loudest customer, or whoever notices first.
Signals, priority rules, AI classification, ownership, and escalation paths guide the first response.
A triage model with categories, routing rules, AI boundaries, and exception handling.
BeforeFragmented inputs and unclear owners.
Work moves by memory, meetings, and side-channel context.
Each cycle rebuilds the same explanation.
AfterRecurring steps, decisions, and exceptions are visible.
The right actor owns the right part of the flow.
The team receives rules and notes for the next cycle.
Operational Rule
Make the recurring work
visible first.
A workflow is not ready for AI until decisions, exceptions, ownership, and stop conditions are visible.
Scan this workflow.
Bring this workflow as the first surface. We will map the current state and define where AI can safely help.
Book a workflow scan