Solution
FutureStream defined triage categories, connected ticket data to Slack notifications, and added draft summaries for agent review.
Results
- Common requests were routed with clearer ownership.
- Agents had more context before escalation.
- The team kept human review for sensitive replies.
The work focused on the parts of triage that already followed rules. Sensitive replies and account decisions stayed with the support team.
"We are no longer spending the first part of every ticket working out who owns it. Routine requests arrive with context and the right person is notified. Automatically."