Triage tickets and draft responses — grounded and routed correctly.
The Zahen Customer Support agent classifies incoming tickets, retrieves the relevant policy, and drafts a grounded response — then routes anything sensitive for human approval. High volume, clear operational ROI, and every action logged.
The problem it solves
Support volume is high and repetitive, but the answers live in policies, SOPs, and past cases that agents have to find and interpret under time pressure. Ungoverned automation risks sending wrong or non-compliant responses at scale.
How it works in Zahen
Support triage runs as an Agent Task. A short intake captures the subject, the customer’s email, and the ticket details; the agent then classifies the ticket, retrieves the relevant policy, and drafts a triage response — checkpointing each step so it can resume cleanly if interrupted.
Governance built in
Responses are drafted from approved knowledge with citations, and any high-risk step — such as sending a customer email — pauses for human approval before it happens. The approver can approve, reject, edit and approve, request more information, or escalate; every outcome is written to the append-only audit log.
Before Zahen
- Agents re-read policy for every ticket
- Slow, inconsistent first responses
- Escalations routed by guesswork
After Zahen
- Draft responses grounded in approved policy
- Faster, more consistent first response
- Sensitive cases paused for human review
See where governed agentic AI fits in your business.
Book a readiness workshop with our team. We'll map your highest-value, lowest-risk first workflow — no obligation to proceed.