Use cases
Use case: support ticket SOPs
Support queues often contain the rough draft of the SOP. The question, answer, exception, escalation, and policy confusion are already in the tickets.
You should know what to upload for a ticket-to-SOP trial and what output to expect.
Good source material
- 10-20 tickets around one recurring issue.
- Saved replies or macros agents currently use.
- Internal notes that explain exceptions.
- Policy snippets and help-center drafts that may conflict with ticket handling.
Expected outputs
- SOP draft for the recurring ticket pattern.
- Decision rules for approval, denial, escalation, or more context.
- Support macro drafts for common replies.
- Gaps and conflicts between tickets, macros, and policy notes.
Example first issue
Refund exception tickets where agents disagree on purchase window, custom contract handling, billing escalation, and response timing.