Case text is messy. Customers write in their own words, in different languages, and often under stress. Yet Salesforce expects a clean “Category” field if you want reliable routing.
With Plauti Assign, your own AI, and/or Plauti Manipulate (e.g., use ChatGPT to generate or enrich content or decisions per record), you don’t have to pick between free-text reality and rigid routing rules. Your AI understands what each case is about, then Plauti Assign routes it to the right team. No fragile rule spaghetti.
Salesforce Admins and Customer Success teams know the problem. Agents receive long case descriptions with vague or missing categories, routing rules depend on manual picklists that no one fills in correctly, "temporary" workarounds turn into nested assignment rules, flows, and custom code, and misrouted cases pile up, and high-value customers wait in the wrong queue
The end result: a simple question like "who should own this?" becomes a maintenance headache.
Example: one engine, many industries
Your AI is already good at reading context. Plauti Assign just turns that understanding into action. For your service teams, these look like everyday tickets. For your AI, they’re clear patterns that can be turned into consistent categories.
"My debit card is missing, and there are already two transactions I don't recognize. I need the card blocked and the money refunded as soon as possible."
“I just checked into room 612, and the bathroom is dirty, there are used towels on the floor, and the trash hasn’t been emptied.”
“I did not receive my order, and the tracking hasn’t updated for three days.”
“My heating broke down this morning at my home in Woodbury, Minnesota. The radiators are cold, and the thermostat isn’t responding.”
Your own AI model, or AI used via Plauti Manipulate (both options are possible), reads the case description and sets a normalized category fields. For example:
• "Card issue / Lost or stolen card"
• "Room issue / Cleanliness"
• "Delivery issue / Package not received"
• "Equipment issue / Heating failure"
You keep full control over the category list. You can keep it short or create a more detailed taxonomy per product line.
Plauti Assign uses those AI-generated categories to route directly to the right specialist queue. For example:
• Fraud team for "Card issue / Lost or stolen card"
• Housekeeping or on-site team for "Room issue / Cleanliness"
• Logistics / carrier team for "Delivery issue / Package not received"
• Field service team for "Equipment issue / Heating failure"
No complex rules based on keyword matches. No hard-to-maintain formula fields. Just one clean field, filled by your own AI, read by Plauti Assign.
All configuration stays in Salesforce. No black box.
Admins decide:
• Which AI model to call
• Which fields the AI can read and write
• Which category values are allowed in Salesforce
• Which queues or owners each category should go to
Plauti Assign doesn't care which AI model you use. It just reads the final fields. That means you can:
• Start with a simple model, then upgrade to a more advanced one
• Use different models per business unit or language
• Adjust category definitions without touching Plauti Assign rules
Your routing logic stays future-proof while your AI-stack evolves.
Want your routing to use AI‑generated case categories instead of complex rules?
Talk to an expert about Plauti Assign.
