AI Enhanced Service Request Triage and Routing Workflow Guide

Service Request Triage and Routing

1. Initial Request Submission

1.1 User Interaction

Citizens can submit service requests through various channels, including a dedicated website, mobile application, or AI chat tools.

1.2 AI Chat Tool Integration

Utilize AI-driven chatbots, such as IBM Watson Assistant or Google Dialogflow, to facilitate initial interactions and gather essential information.

2. Data Collection and Analysis

2.1 Information Gathering

The AI chat tool collects relevant data from the user, including contact information, nature of the request, and urgency level.

2.2 Natural Language Processing (NLP)

Implement NLP algorithms to analyze the user’s input and categorize the request into predefined service types.

3. Triage Process

3.1 Automated Triage

Utilize AI algorithms to evaluate the urgency and complexity of the request, assigning a priority level (high, medium, low).

3.2 Escalation Protocol

For high-priority requests, the system automatically escalates the issue to a human agent or specialized team using tools like Zendesk or ServiceNow.

4. Routing of Requests

4.1 Intelligent Routing

Leverage AI-driven routing systems to direct requests to the appropriate department or personnel based on expertise and availability.

4.2 Use of AI Tools

Incorporate platforms such as Salesforce Service Cloud or Freshdesk to manage and track the routing process efficiently.

5. Response and Resolution

5.1 Automated Responses

Provide automated acknowledgment responses to users through the AI chat tool, informing them of the request status and expected resolution time.

5.2 Human Intervention

For complex requests, human agents can access detailed information through integrated dashboards powered by AI analytics tools like Tableau or Power BI.

6. Feedback and Continuous Improvement

6.1 User Feedback Collection

Post-resolution, the AI chat tool prompts users to provide feedback on their experience, which is crucial for service improvement.

6.2 Data Analysis for Improvement

Utilize AI analytics to assess feedback trends, identify areas for enhancement, and refine the triage and routing processes continuously.