For Salesforce admins
Fewer hard-coded escalation scenarios and a clearer trail for every one that fires.
- Fewer hard-coded escalation scenarios
- Easier to test and adjust thresholds in a sandbox
- Clear audit trail of why a case was escalated
Act on trusted data
Escalate high-risk Salesforce cases the moment your AI flags them
Some cases can wait. Others can't, but in a shared queue every ticket looks the same. Point your own AI at the case text to score urgency, sentiment, and risk, and Plauti routes and escalates it before it turns into a complaint or churn.
Give urgent cases a score before they reach a queue
Some cases can wait. Others can't, but in a shared queue every ticket looks the same. Point your own AI, or Plauti's field automation, at the case text to produce urgency, sentiment, and risk scores. Plauti then uses those scores to route and escalate cases before they turn into complaints or churn.
How AI scoring and Plauti escalation work together
Scoring and escalation run as two connected steps: your AI reads and scores the case, and Plauti acts on the score.
Step 1: AI reads the case and scores it
Your own AI model, or AI run through Plauti's field automation, looks at the case description, the latest customer reply, the account's segment or value, and its history of previous complaints. It then updates structured fields such as urgency (High), sentiment (Very negative), and risk level (High or Regulatory risk). You define the scales and thresholds in Salesforce, so it fits your process.
Step 2: Plauti escalates based on the scores
Plauti reads those AI fields to route high-urgency, very negative cases straight to the complaints team, apply tighter SLAs and shorter response times for high-risk cases, and move VIP or regulator-related cases out of generic queues. In the mortgage example, Plauti escalates the case straight to the dedicated complaints or regulatory team, bypassing generic support.
Step 3: Keep triage rules transparent
Admins see and control which fields the AI is allowed to update, which score combinations trigger escalation or a queue change, and how SLAs differ by urgency and risk.
Step 4: No hidden logic
Your own AI writes clear values to standard fields. Plauti reads them, so there's no black box between the model and the routing rule.
Benefits for Salesforce admins and customer success teams
Better context for everyone who touches the case, not just a reshuffled queue.
For customer success teams
High-risk and highly emotional cases surface faster, before they turn into churn.
- High-risk or highly emotional cases surface faster in CSM queues
- CSMs focus first on the accounts with the greatest churn or complaint risk
- Internal SLAs line up with what customers are actually experiencing in their messages
For your customers
Serious problems get recognized and treated as urgent, not sorted by case type.
- Critical issues are handled faster because they're flagged by context, not just case type
- Customers are less likely to repeat complaints or chase support to be taken seriously
- They feel their problem was recognized, which builds trust and loyalty
Future-proof triage with your own AI
As your AI improves, triage gets smarter, but your routing setup stays stable. Swap models without breaking Plauti. Add new signals like product, region, or channel later. Align triage scores with your NPS or CSAT program if you run one. You keep one routing engine. Your AI stack can change as fast as you need.
Ready to route cases by what's actually happening?
See how your AI and Plauti keep case routing tied to real urgency, sentiment, and risk, not just case type.