Handled customer support across phone, chat, and email with sub-2.5 minute resolution times, 24/7 coverage, and millions saved annually.
Nate Christiansen
Director of Ascend Operations, HenrySchein
Meet Sofia
CS Triage and Routing Cloud Employee
Hi, I’m Sofia, your Triage and Routing Specialist. I read and classify messages, tag intent, and route them instantly to the right workflow or agent.
See Me In Action
How I work
Sofia's Skills
What I can do
Tools & channels
Channels
Email, Chat, Slack
Tools
Capabilities
How I help your team
- Categorizes inbound tickets
- Prioritizes urgent issues
- Sends acknowledgments
- Tracks SLA compliance
Results
93%
intent classification accuracy
52,991
messages routed
6,201
misrouted tickets corrected
Real outcomes, powered by AI Employees.
See how companies are scaling results, not headcount, by putting AI Employees to work.
CS Triage and Routing for AI customer support
Explore the related AI customer support page.What this role is used for
- Tier 1 ticket and call deflection
- Customer identity and account validation
- Knowledge base troubleshooting
- Escalation routing with full transcript context
When to use Sofia
- Support queues contain high-volume repeatable questions
- Customers wait too long for simple answers
- Agents spend too much time collecting context before solving
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View roleProduct FAQ
Sofia is a cs triage and routing cloud employee that helps teams categorizes inbound tickets, prioritizes urgent issues, sends acknowledgments, tracks sla compliance.
Sofia can work across Email, Chat, Slack depending on the workflow and deployment.
Sofia is part of Atonom's AI customer support category and connects to related Cloud Employees that cover adjacent workflows.