🔹 Title

AI Ticket Routing & SLA Escalation Agent

🔹 Context

Client scenario: BRO Barbershop — a local service business that handles customer requests through multiple channels.

Industry: beauty / barbershop / local service business.

The business receives customer messages through Gmail, Telegram, Instagram Direct, website forms, and phone calls.

Before automation, administrators had to manually review all incoming requests, understand the topic, decide how urgent the ticket was, and assign it to the right person.

Manual ticket sorting made it difficult to quickly detect urgent cases, complaints, payment issues, and booking problems.

🔹 Problem

• Customer requests were processed manually
• Urgent tickets could get lost between standard questions and spam
• No structured ticket prioritization
• No clear owner for each ticket
• No automatic SLA deadline
• No escalation process for overdue tickets
• VIP or high-risk customer cases could be missed
• The process did not scale with increasing ticket volume