Watch out. A missed urgent ticket, such as a fraud report, is costly. Guardrails must push anything uncertain or sensitive to a person, and customer data must stay in approved systems.
Triage and route tickets across languages
Agents read incoming tickets in any language, tag urgency and route them to the right queue.
Recommended: ArchitectAgentsCustomer-facing
Best for
- Contact centres serving customers in regional languages
- Teams with separate billing, technical and sales queues
- Operations that run across shifts
What you need
- A ticketing tool with API access
- Your queue list and urgency rules
- A labelled sample of past tickets for testing
Starter prompt
Copy it, fill in the parts in square brackets, and paste it into the AI assistant your organisation allows.
You are the triage agent for [company]. For the ticket below: detect the language, write a one-line English summary, choose one queue from [queue list], and set urgency as high, medium or low using these rules: [urgency rules]. Mark urgency high whenever the customer mentions [safety, fraud, money deducted or legal action]. If you are not confident of the queue, choose 'Manual review'. Return only JSON with fields language, summary, queue, urgency, reason. Ticket: [paste ticket].
How to use it
1.Write the routing rules
2.Chain the agents
3.Evaluate on real tickets
4.Deploy with a fallback
- 1
Write the routing rules
List every queue and the urgency rules in plain words. Include Hindi and regional language examples.
- 2
Chain the agents
Use one agent to detect language and summarise, and a second to route. Add a third that checks high-urgency tickets reach a person quickly.
- 3
Evaluate on real tickets
Test against labelled past tickets and measure routing mistakes by language. Fix the rules where it goes wrong.
- 4
Deploy with a fallback
Run it live with a 'Manual review' queue watched every shift. Review a sample of routed tickets each week.
What you end up with
Tickets in every language reach the right queue with urgency set, and uncertain ones reach a person.
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