Streamline customer support with intelligent AI triage
Swiftask automates your incoming ticket triage. Our AI agents analyze every request to categorize and route them to the right team instantly.
Result:
Slash processing times and deliver an impeccable customer experience.
AI Agents
full app
Connector full app · Secure OAuth 2.0
Manual ticket management slows down your support
Facing a surge in support tickets? Your team wastes precious time reading, classifying, and redirecting every incoming request. This manual process creates bottlenecks, routing errors, and increases your First Response Time (FRT).
Main negative impacts:
Poor response times
The delay between receiving a ticket and assigning it to the right person severely hurts customer satisfaction.
Agent burnout
Your experts spend more time sorting emails than solving complex issues.
Categorization errors
Incorrect routing leads to unnecessary internal transfers, frustrating both your customers and your agents.
With Swiftask, deploy an AI agent capable of reading, understanding, and sorting your tickets in real time. It applies your business rules to prioritize emergencies and route each request to the right specialist.
BEFORE / AFTER
What changes with Swiftask
Traditional management
A ticket arrives. A support agent reads it, identifies the problem, checks availability, then transfers it. If the ticket is complex, it sits in the queue for hours before being handled.
Swiftask intelligent triage
Upon receipt, the AI agent analyzes the content, sentiment, and urgency. It tags, prioritizes, and routes the ticket automatically to the right department. The expert receives a qualified request ready for resolution.
Deploy automated triage in 4 steps
1
STEP 1 : Agent training
Set up your Swiftask agent with your ticket categories and internal priority rules.
2
STEP 2 : Tool integration
Connect Swiftask to your ticketing software (Zendesk, Salesforce, Jira) via our native connectors.
3
STEP 3 : Routing rule definition
Configure logic conditions: urgency, customer type, language, or technical domain.
4
STEP 4 : Production rollout
Activate the agent. It intercepts and processes new tickets continuously, 24/7.
AI analysis capabilities
The AI agent evaluates semantics, customer tone (sentiment analysis), and associated history for precise classification.
- Target connector: The agent performs the right actions in full app based on event context.
- Automated actions: Automatic categorization, SLA-based prioritization, routing to specific queues, emergency detection, automatic responses for simple queries.
- Native governance: Every triage decision is logged to allow for tracking and continuous improvement of your processes.
Each action is contextualized and executed automatically at the right time.
Each Swiftask agent uses a dedicated identity (e.g. agent-full-app@swiftask.ai ). You keep full visibility on every action and every sent message.
Key takeaway: The agent automates repetitive decisions and leaves high-value actions to your teams.
Immediate operational benefits
Faster response times
Tickets are routed in milliseconds to the right agent.
Intelligent prioritization
Critical cases are identified and moved to the top of the queue automatically.
Increased productivity
Your teams focus solely on resolution, not administration.
Consistent processing
Eliminate discrepancies in sorting based on the agent on duty.
Scalability
Handle volume spikes without hiring additional staff.
Customer data security
Swiftask applies enterprise-grade security standards for your full app automations.
- Encrypted communications: All data between your tools and Swiftask is encrypted.
- GDPR compliance: Secure hosting and full compliance with data protection standards.
- Audit logs: Full traceability of actions performed by the AI on your tickets.
- Full control: You maintain control over rules and can disable automation at any time.
To learn more about compliance, visit the Swiftask governance page for detailed security architecture information.
RESULTS
Impact on your support KPIs
| Metric | Before | After |
|---|---|---|
| First response time | Several hours | A few minutes |
| Routing error rate | 15-20% | < 2% |
| Customer satisfaction (CSAT) | Standard | Significant improvement |
| Manual sorting time | 2h / day / agent | 0h |
Take action with full app
Slash processing times and deliver an impeccable customer experience.