Case Triage and Prioritisation
Quick WinAutomatically assessing incoming cases to route them appropriately and flag urgent matters.
The Pain
Cases arrive through multiple channels and require manual triage. Staff assess each case to determine complexity, urgency, and routing. This takes time and results vary based on who does the triage. Urgent cases may wait while routine ones are processed.
What's Possible
AI can assess incoming cases against defined criteria, suggesting priority levels and appropriate routing. Urgent cases surface immediately while routine matters flow to standard queues. Triage becomes consistent and fast.
Signals This Is Worth Exploring
Urgent cases sometimes wait too long before being identified
Triage decisions vary between staff members
Staff spend significant time on initial case assessment
Routing errors result in cases being reassigned
Impact
Consistent case prioritisation based on defined criteria
50 to 70 percent reduction in triage time
Urgent cases identified and escalated immediately
Fewer routing errors and reassignments
Typical Approach
Assess
Document triage criteria and current routing rules. Identify high-volume case types.
Pilot
Test automated triage on selected case types. Compare with manual triage.
Scale
Extend to broader case intake with ongoing accuracy monitoring.
What to Watch Out For
Triage rules need careful design to catch all urgent scenarios
Edge cases may need human judgment
Staff must trust automated prioritisation
Criteria need updating as service requirements change
Questions to Think About
Before we talk, you might want to consider:
What criteria determine case urgency and routing?
How many cases do you receive daily and through what channels?
What percentage of cases are currently mis-triaged?
What case management system do you use?
Build On This
Once the basics are working, you can expand:
Predictive escalation
Identify cases likely to escalate based on early signals
Workload balancing
Route cases considering team capacity
SLA monitoring
Track cases against service level targets from intake
Want to explore if this fits your organization?
Book a 30-minute call to discuss your situation and whether this use case makes sense for you.
Book a 30 min call