Operational tickets, from a three-system slog to one screen
Every operational ticket began with the same tax: a person checking one system after another before the real work could start. Was it already handled, was a related case open, was the requester authorised, was the ticket even complete. Those answers lived across separate internal and external tools, gathered by hand every single time.
We built an agent that runs those checks itself. It verifies across the same internal and external sources a person would: deduplicating against handled and open cases, confirming authorisation and SLA, spotting related tickets that should be grouped, and flagging when a ticket is missing information it can fill or ask for. For anything specialised it spins up a subagent, makes its deductions and assembles the full context. Then it stops. Every action it proposes waits on human approval, with automated follow-ups handling the routine checks once the call is made. Every human and agent step lands in a full audit log, and the whole thing runs through a single text-based interface. We measured the baseline first, then shipped to production in three weeks and improved it across five versions over three months.
Measured, not promised
Average ticket lead time fell 59%. A smaller team now clears the same volume.
On the most complex cases, maximum lead time fell 91%. The hardest tickets stopped being the ones that stalled the queue.
Variance in lead time fell 98%. Tickets clear at a consistent, predictable pace now, instead of some sailing through while others drag for days.
Live in production in three weeks, with a full audit trail of every human and agent decision.