Status: built in-house, production system.
What it is
FlowOps sits in front of a support team. Every ticket that arrives is classified by intent and urgency, a reply draft is generated for the routine ones, and sensitive or complex cases get routed to a human with context already attached.
The problem
- Support agents spend hours on the same five questions, every day.
- Urgent cases hide in queues shaped like first-name-alphabetical order.
- Nobody knows what customers are actually complaining about, this week, versus last.
Approach
- Classification. Intent, urgency and language detected per ticket.
- Drafting. Routine replies drafted for quick human approval.
- Escalation. Sensitive cases escalate with a summary, so the agent starts warm.
- Insight. Ticket trends surfaced weekly: what is spiking, what is new.
Stack
- AI classification and drafting pipeline
- Integration layer for existing support channels
- Ops console UI
What it proves about us
This is the exact architecture behind our AI automation and AI chatbot services: classify, draft, escalate. Built by us, NOT outsourced to someone’s “jiju ka team”.
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