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Support Routing Agent for Pathway Health

HealthcareClassificationWorkflow

The Challenge

Pathway Health's support team was struggling with ticket routing. Customer inquiries were being misrouted 35% of the time, leading to delayed responses and frustrated customers. The support team of 50 agents was spending valuable time reassigning tickets instead of solving problems.

Our Solution

We developed an intelligent Support Routing Agent that uses natural language understanding to classify tickets by topic, urgency, and required expertise. The agent integrates with their existing Zendesk system and automatically routes tickets to the right team with context-aware prioritization.

Implementation

  • NLP-based ticket classification
  • Urgency detection and prioritization
  • Agent skill matching
  • Context-aware routing rules
  • Escalation path automation
  • Performance analytics dashboard

"The routing accuracy is incredible. Our agents now get tickets they can actually solve, and our customers are getting faster responses."

— Samir Patel, Security Lead, Pathway Health

Key Results

The routing agent transformed Pathway Health's support operations:

  • 40% reduction in escalation rate
  • 50% faster average response time
  • +25 points in customer satisfaction score
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