A new ticket has just been submitted via the website form. Can you organize it?
Request Triage Agent
I am performing automatic classification and initial evaluation of the ticket based on keywords and the customer profile.
I identified that the customer marked the subject as 'General Question', but the content describes a critical system access failure (urgent SLA).
I reclassified the ticket as 'Critical' and immediately forwarded it to Level 2 Technical Support to avoid exceeding the first response deadline.
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What this Agent solves for you
What it does
It automatically classifies requests and identifies the ideal type of service.
Automated activities
- Automatic ticket classification
- Initial assessment with AI
- Routing to the correct workflow.
Agent Subfunction
- Request Triage & AI Assessment
Results and impact
50%
less first response time
35%
fewer reopened tickets
Your life gets faster with Pipefy AI Agents
50% faster
Traditional path
20–45 min
With Pipefy AI Agent
15–30 minutes
Frequently Asked Questions about Pipefy AI Agents
Read frequently asked questions about Pipefy AI Agents.
What is the Request Triage Agent and how does it work?
The Request Triage Agent is a specialized AI Worker within Pipefy's Automatização de Atendimento ao Cliente with AI solution. It executes operational steps autonomously — making decisions within its defined scope, triggering approvals, and maintaining full traceability of each action. Unlike manual customer service, it operates seamlessly integrated with the workflow, from start to finish, with native human oversight built in.
How much does it cost to use the Request Triage Agent in Pipefy?
The cost of the Request Triage Agent in Pipefy varies based on process volume, number of users, and the integrations required with your company's systems. Plans are scalable and adapt to operations of any size — from teams just getting started to large enterprise operations. Talk to our team to receive a personalized proposal.
What is the difference between the Request Triage Agent and manual customer service?
While manual customer service rely on manual intervention at every step, the Request Triage Agent executes tasks autonomously, records the reasoning behind each decision, and enables real-time oversight. This results in faster cycles, less rework, and 100% traceability of actions — without giving up human control where it matters most.
How do I choose the best automation agent for my company?
To choose the right automation agent, evaluate: ability to integrate with your current systems, governance and traceability of agent decisions, ease of configuration without relying on IT, and support for complex processes with exceptions. Also check the vendor's track record with clients in your industry and real implementation case studies.
