Some cases can wait. Some can’t. But when every ticket looks the same in the queue, critical messages get buried. With your own AI models, and/or Plauti Manipulate, and Plauti Assign, you can turn raw text into urgency, sentiment, and risk scores. Plauti Assign then uses those scores to route and escalate cases before they become complaints or churn.
Without triage driven by your own AI:
• "Please reset my password" and "I'll complain to the regulator" both land as normal
• Teams rely on manual tagging or gut feeling to decide what to handle first
• Escalation rules are too general and trigger either too often or too late
• You miss silent churn and regulatory risk hiding in the text
Admins end up with complex SLAs and escalation flows that still don't catch what matters.
"This is the third time I have reported wrong mortgage charges. If you don't fix it, I'll complain to the regulator."
For your current routing, this might be simply labeled as "Billing query" or "Mortgage case". To your AI, this is:
• High urgency
• Very negative sentiment
• High regulatory and churn risk
That is wat Plauti Assign needs to see.
Your own AI mode, or AI used via Plauti Manipulate (both options are possible), looks at:
• The case description and the latest customer reply
• Account segment or value
• History of previous complaints
It then updates structured fields such as:
• Urgency = "High"
• Sentiment = "Very negative"
• Risk level = "High" or "Regulatory risk"
You define the scales and thresholds in Salesforce, so it fits your process.
Plauti Assigne uses these AI fields to:
• Route high-urgency, very negative cases directly to the complaints team
• Apply tighter SLAs and shorter response time for high-risk cases
• Move VIP or regulator-related cases out of generic queues
In the mortgage example, Plauti Assign escalates the case straight to the dedicated complaints or regulatory team, bypassing generic support.
No hidden logic inside the model. Your own AI writes clear values. Plauti Assign reads them.
Admins see and control:
• The fields your AI is allowed to update
• Which score combinations trigger escalation or queue changes
• How SLAs differ by urgency and risk
As your AI improves, triage gets smarter. But your routing setup remains stable.
• Swap models without breaking Plauti Assign
• Add new signals like product, region, or channel later
• Align triage scores with your NPS or CSAT programs, if applicable
You keep one routing engine. Your AI stack can change as fast as you need.
Want routing decisions that reflect real customer context, not just case type?
Book a call to see triage and prioritization with Plauti Assign + your own AI in Salesforce.
