Stolen card (banking & insurance)
"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."
Act on trusted data
Let your AI set the category. Plauti routes the case.
Case descriptions arrive as free text, in different languages, often written under stress. Your AI reads each one and sets a clean category field. Plauti reads that field and routes the case to the right Salesforce queue.
Let your AI read the case. Let Plauti send it to the right team
Case text is messy. Customers write in their own words, in different languages, and often under stress. But Salesforce needs a clean category field to route reliably.
You don't have to choose between free-text reality and rigid routing rules. Point your AI at the case text (running on its own, or through Plauti's field automation) and have it set one clean field. Plauti reads that field and routes the case. No keyword rules to maintain.
What messy case text actually looks like
Room issue (hotel & hospitality)
"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."
Order not received (e-commerce)
"I did not receive my order, and the tracking hasn't updated for three days."
Heating broken down (field service)
"My heating broke down this morning at my home in Woodbury, Minnesota. The radiators are cold, and the thermostat isn't responding."
How your AI and Plauti work together
Your AI reads the case and sets the category. Plauti reads the category and routes the case. Two clear steps, not one long rule engine.
Step 1: AI turns free text into a category
Your AI model, run on its own or through Plauti's field automation, reads the case description and sets a normalized category field. For example: "Card issue / Lost or stolen card," "Room issue / Cleanliness," "Delivery issue / Package not received," or "Equipment issue / Heating failure." You control the category list, from a short set of options to a detailed taxonomy per product line.
Step 2: Plauti routes by category, not by guesswork
Plauti reads that AI-generated category and routes the case straight to the right specialist queue. For example: the fraud team for "Card issue / Lost or stolen card," housekeeping for "Room issue / Cleanliness," the logistics team for "Delivery issue / Package not received," field service for "Equipment issue / Heating failure." No keyword-matching rules. No formula fields to maintain. One field, set by your AI, read by Plauti.
Step 3: Admins stay in control
Admins choose which AI model runs, which fields it can read and write, which category values are valid in Salesforce, and which queue or owner each category routes to.
Step 4: No black box
Every rule lives in Salesforce configuration you can see and edit. There's no hidden logic to reverse-engineer when a case lands somewhere unexpected.
Why admins, support teams, and customers all like this
One clean field changes the day for everyone who touches a case.
For Salesforce admins
Routing stops being a maintenance job.
- Fewer routing rules to maintain
- Clear field mapping between AI output and Plauti's routing logic
- No need to rebuild routing flows every time the business changes categories
For customer success teams
Cases arrive already sorted, so the team spends less time reassigning them.
- Cases arrive already categorized and routed to the right specialist queue
- Less time spent reassigning misrouted cases and clarifying the issue
- Better visibility into which issues drive volume, and where to improve process
For your customers
Their issue reaches the right specialist without a detour through a generic queue.
- No need to repeat the problem to multiple teams
- Faster resolution times
- More consistent, informed responses
Your AI can change without touching your routing rules
Plauti doesn't care which AI model set the category. It just reads the final field. Start with a simple model, then move to a better one. Run different models per business unit or language. Adjust category definitions without touching Plauti's rules. Your routing logic stays in place while your AI stack changes underneath it.
Ready to route cases on trusted data?
See how your AI and Plauti turn free-text cases into clean, routed records in Salesforce.