A case that looks low priority at intake can turn urgent by the next reply. Point your own AI, or Plauti's field automation, at each new message to re-score urgency, sentiment, and churn risk, and Plauti reassigns the case the moment a score changes.
A case that looks low priority at intake can turn urgent within the same day. A customer sends a frustrated follow-up, or drops a cancellation threat, and the signal shows up in the case text before anyone touches the record.
Point your own AI, or Plauti's field automation, at each new message to re-score urgency, sentiment, and churn risk. When one of those fields changes, Plauti reassigns the case to the right owner or queue automatically.
A case gets created, assigned, and then dropped from routing entirely. New angry messages keep landing on the same low-priority owner. Escalation still depends on a manual flag, or on the customer asking to speak to a manager. A high-value account can threaten to cancel in a follow-up message, and no one sees it in time. Admins build multi-step escalation processes, but those still react after the fact. For example: a case opens as low priority. Later, the customer writes, "If this isn't resolved today, I'll cancel and move to your competitor." The case status still reads as an existing case in progress. But the urgency and churn risk behind it have both just spiked, and that's the moment re-triage needs to fire, not the moment the case was first opened.
Re-triage runs in two connected steps: your AI re-scores each new message, and Plauti acts on the score change.
One re-scored field changes what happens next for everyone who touches the case.
Reassignment stays rule-based and auditable.
Critical situations reach the right queue before they escalate further.
They reach someone who can solve the problem without repeating themselves.
As you improve your models for sentiment and risk detection, re-triage gets more accurate without any change to the routing rules themselves. Add new triggers like product line, customer tier, or open deal amount. Test different thresholds in a separate queue before rolling them out. Plauti stays the routing layer. The AI stack underneath it, your own model or one run through Plauti's field automation, can change without touching how cases get routed.
See how your AI and Plauti keep case assignments in sync as urgency, sentiment, and risk change.
