Case 08

Customer Support → Engineering

The bottleneck is not the technical analysis, but the missing context.

Today

Before engineering can analyze anything, support teams gather information from tickets, logs, CRM, knowledge base and earlier cases.

Who does the work

Today7 of 7 with a human

With workflow1 of 7 with a human

01Context assembly
02Knowledge research
03Log and system analysis
04Problem classification
05Severity and escalation
06Evidence package
07Engineering review

One mark: one work step, in workflow order. Today a person handles each of them.

What it is measured by

Time to engineering handoff
Time to resolution
Escalation quality

The workflow

Comes in
Customer tickets
AI understands
Context from logs, knowledge and earlier cases
- Research and summary
- Classification and hypotheses
- Prepare reproduction steps
Software checks
IDs, permissions, escalation rules
- Ticket and customer IDs
- System queries with permission
- Severity and escalation rules
Lands with a human
A case with an evidence package
- Engineering review with full context

Engineering gets the relevant context before the actual analysis begins.

Case 01
Data capture from approved documents
Models propose, code decides. Code reads what it can read reliably. AI fills in the rest. The human reviews instead of typing.
Case 02
Articles from Researched Sources
Not every draft has to succeed. Only what passes the review gets published. AI writes. Rules decide what moves on. Humans set the rules.
Case 03
Social Media Posts for Every Article
Nobody writes posts anymore. A human decides what a post may do. AI picks and writes. Code checks and posts. A human sets the rules.
Case 04
Inquiries Captured in Conversation
A form asks what it knows. A workflow rarely fits into the first sentence. The agent asks. Software checks the brief. Only what a human approves is sent.
Case 05
Invoice and Purchase Order Verification
The standard case is rarely the problem. The effort comes from the deviations. Automate the standard. Give humans the exceptions.
Case 06
Quote Preparation from Customer Inquiries
The information for a quote already exists. It is just scattered. AI prepares the quote. The expert makes the decision.
Case 07
Technical Document and Compliance Review
The review takes expertise. Finding the evidence does not. AI prepares the compliance review. The decision stays with the responsible human.
Case 09
Supplier Comparison in Purchasing
Every offer arrives in a different format. Comparison starts once they all look alike. AI structures the comparison. The purchasing decision stays with the human.
Case 10
Contract and Order Review
The goal is not to approve contracts automatically, but to find deviations reliably. AI finds, structures, compares and escalates. Humans decide and take responsibility.
Case 11
Master Data Cleansing and Entity Resolution
One company, three spellings, two IDs. An exact match will not find it. AI finds candidates. Rules limit the matching. Humans decide when in doubt. Only then does the system write.