Customer support

Support queues triaged and drafted by AI, with a human approving what goes out.

Abstract geometric illustration of tickets being sorted and routed into different lanes, teal accent on a near-black background

Customer support

How to design the review queue behind your AI support triage

Confidence thresholds decide which tickets escalate. This is what happens once they do: the categories, the trigger rules and the reviewer's screen that make the queue actually work.

23 October 2026 · Winnit Team

Abstract illustration of support tickets branching through a calibrated gate into auto-resolved and escalated paths, teal accent on near-black background

Customer support

How to set AI support triage thresholds without copying a vendor's table

Vendor guides publish fixed confidence cutoffs for AI support triage. They're tuned to someone else's tickets. Here's how to calibrate your own, category by category.

13 October 2026 · Winnit Team