Tiered Escalation & Auto Triage
Not every ticket needs a senior engineer. Your AI agent resolves common issues on the spot, routes integration problems to the right specialist, and only escalates truly complex cases to your team — with full context attached.
The Problem
Without proper triage, simple password resets and complex infrastructure issues land in the same queue. Senior engineers waste time on trivial tickets while critical bugs wait. Response times spike and customer satisfaction drops.
How GuruSup Solves It
GuruSup deploys a multi-tier AI agent that classifies every incoming request automatically. N1 issues (FAQs, resets, basic config) are resolved instantly. N2 issues (integrations, API errors) are routed to the right specialist team. Only truly complex or sensitive cases reach a human — and when they do, they arrive with full conversation history and diagnostic data.
How It Works
Automatic triage and classification
Every incoming ticket is analyzed by the AI to determine urgency, category, and complexity level before any action is taken.
N1 instant resolution
Common issues like password resets, configuration help, and FAQs are resolved autonomously in seconds, deflecting up to 70% of total volume.
N2 routing and human escalation
Integration and API issues are routed to specialist teams with context. Complex or sensitive cases are escalated to humans with full conversation history and diagnostics.
Key Capabilities
AI-powered auto triage
Classifies tickets by urgency, topic, and complexity in real time, ensuring the right response path from the very first second.
Multi-tier routing logic
Define custom rules for N1, N2, and human-tier routing based on your product's specific support structure.
Full context on escalation
When a ticket reaches a human, it includes the entire AI conversation, diagnostic attempts, and suggested next steps.
Deflection rate analytics
Track how many tickets are resolved at each tier, identify training gaps, and continuously improve your AI's resolution rate.
Numbers that speak for themselves
Real data from 800+ agents in production across 15 industries.
Book a demoAutonomous resolution rate
Channels unified
Agents in production
Voice agent latency
