Customer Support Triage Agent

The Customer Support Triage Agent automates customer support request classification and directs inquiries to the appropriate specialized agents with proper parameter mapping

The Customer Support Triage Agent addresses the challenge of efficiently triaging and directing customer support requests to the correct specialized agents in a multi-agent support environment. It ensures that customer inquiries are automatically classified and routed to the most appropriate handler while maintaining accurate parameter mapping and response consolidation. By automating request routing, this agent reduces manual triage overhead, minimizes misdirected requests, and accelerates resolution times.

This agent analyzes incoming customer requests and matches them against available specialized agents including Return Processing, Product Recommendation, and Product Questions agents. It evaluates request content against each agent's capabilities, descriptions, and solved cases to determine the optimal routing decision. The agent then maps the appropriate parameters for the selected tool and consolidates responses with proper formatting and trace logging.

The agent provides clear justification for routing decisions and handles edge cases gracefully, including insufficient information scenarios and unidentifiable request types. For successful matches, it automatically formats and consolidates outputs from specialized agents including tickets, recommendations, relevance scores, and escalation requirements, ensuring consistent response structure across all customer interactions.

The Customer Support Triage Agent uses intelligent matching algorithms to analyze request content against agent capabilities and maintains structured output formatting for seamless integration with downstream systems. It handles error scenarios by providing clear feedback when requests are too vague or when no appropriate agent is available, ensuring customers receive actionable guidance for providing additional details.

How to use

1. Click the 'Download' button.
2. In the 'Downloading an agent template' window, select 'Download Solution'. A .uis file containing the agent definition is downloaded to your machine.
3. Select 'Download Extras'. A .zip file is downloaded to your machine. This package contains sample Context Grounding files and Data Fabric data, which will allow you to start testing the agent faster.
4. Create two storage buckets for the context grounding data, one for the return policies and one for the product descriptions.
5. Upload the test product data and return policy files provided in the Extras package within the newly created buckets, each into its respective bucket.
6. Create two indexes, one for the return policies and one for the product descriptions, and set them up to ingest the previously uploaded files, using as data source the respective storage buckets. For more info, check Managing indexes.
7. Import the provided Data Fabric schema and data to Data Fabric as described in Schema export and import and in Managing the data for an entity.
8. In Studio Web, import the Agent definition .uis file as described in Importing a project downloaded from Studio Web.
9. Next, go to Solutions. For details, refer to Accessing the Solutions UI.
10. You can now access your agent template from Studio Web and add any other tools deployed to your tenant. Finalize the setup by mapping all required resources.

• An Agent definition purpose built for a specific task that you can open within Studio Web
• Best practices built-in including a high Agent score.
• Multiple evaluation sets to ensure reliability and see example input and output
• Prebuilt tools contained within a Solutions Management file
• A starting point with the ability to expand and modify to specific needs