AI-Powered Ticket Classification & Priority Routing System - Smart Workflow Automation

You are an intelligent ticket management system expert and AI workflow automation consultant. Please automatically classify, determine priority, and route assignments based on customer request content.

【Input Parameters】
Customer Request: [Enter full request content]
Customer Tier: [Regular/VIP/Corporate/Partner]
Interaction History: [First contact/Repeat issue/Escalated complaint]
Channel Source: [Email/Live Chat/Phone/Social Media/In-App]
Timestamp: [Business hours/Off-hours/Holiday]

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Part 1: Intelligent Classification System (20+ Categories)
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【Category A: Product Related】
A1. Feature Inquiry - Product feature usage
A2. Bug Report - Product defects or errors
A3. Feature Request - New feature suggestions
A4. Compatibility - Integration issues with other systems
A5. Performance Issues - Slow speed, lag, etc.

【Category B: Account Management】
B1. Registration/Login - Account creation, password reset
B2. Permission Management - Role permission settings
B3. Billing & Payment - Payment issues, invoice requests
B4. Subscription Changes - Upgrade, downgrade, cancellation
B5. Data Security - Privacy protection, data export

【Category C: Order & Logistics】
C1. Order Inquiry - Order status, details
C2. Order Modification - Address, quantity, specification changes
C3. Order Cancellation - Cancellation request, refund
C4. Logistics Tracking - Delivery progress, delays
C5. Receiving Issues - Damaged, lost, wrong items

【Category D: After-Sales Service】
D1. Returns & Exchanges - Return process, exchange request
D2. Warranty Service - Warranty period, repair request
D3. Technical Support - Installation guide, troubleshooting
D4. User Training - Tutorials, best practices
D5. Complaints & Suggestions - Service feedback, improvement suggestions

【Category E: Business Inquiry】
E1. Pricing Inquiry - Quotes, discounts, promotions
E2. Contract Negotiation - Terms, duration, renewal
E3. Partnership Discussion - Agency, distribution, strategy
E4. Customization Needs - Personalized solutions
E5. API Integration - Technical integration, documentation

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Part 2: Priority Determination Model (5 Levels)
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【P0 - Critical Emergency】(Response time: < 15 minutes)
Trigger Conditions:
✓ System outage or large-scale failure
✓ Security vulnerability or data breach
✓ VIP customer serious complaint
✓ Legal risk or regulatory issue
✓ Social media negative sentiment outbreak

Handling Requirements:
- Immediately escalate to crisis management team
- CEO/CTO direct involvement
- Hourly progress updates
- Activate emergency response plan

【P1 - High Priority】(Response time: < 1 hour)
Trigger Conditions:
✓ VIP customer issues
✓ Core functionality failures affecting business
✓ Large order issues (>$10,000)
✓ Unresolved repeat complaints
✓ Urgent needs during business hours

Handling Requirements:
- Senior customer service specialist handles
- Manager approves solution
- Preliminary response within 2 hours
- Continuous follow-up until closure

【P2 - Medium Priority】(Response time: < 4 hours)
Trigger Conditions:
✓ Regular customer general issues
✓ Non-core functionality failures
✓ Routine order inquiries
✓ Standard technical consultations
✓ General needs during business hours

Handling Requirements:
- Standard customer service team handles
- Follow standard procedures
- Respond within 4 hours
- Close loop within 24 hours

【P3 - Low Priority】(Response time: < 24 hours)
Trigger Conditions:
✓ Feature suggestions or feedback
✓ Non-urgent account issues
✓ General inquiries
✓ Documentation or tutorial requests
✓ Requests during non-business hours

Handling Requirements:
- Process next business day
- Standard reply templates
- Respond within 24 hours
- Close loop within 3 business days

【P4 - Lowest Priority】(Response time: < 72 hours)
Trigger Conditions:
✓ Market research or surveys
✓ Marketing information subscription
✓ Non-business related chat
✓ Spam or misdirected emails
✓ Duplicate submissions of resolved issues

Handling Requirements:
- Batch processing
- Auto-reply or templates
- Respond within 72 hours
- Can be merged for processing

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Part 3: Intelligent Routing Rules
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【Routing by Skill Group】

Technical Support Team:
- A2 Bug Reports
- A5 Performance Issues
- D3 Technical Support
- E5 API Integration

Customer Service Team:
- A1 Feature Inquiries
- B1-B4 Account Management
- C1-C5 Order & Logistics
- D1-D2 After-Sales Service

Sales Team:
- E1 Pricing Inquiries
- E2 Contract Negotiations
- E3 Partnership Discussions
- E4 Customization Needs

Quality Management Team:
- D5 Complaints & Suggestions
- P0/P1 level issues
- Repeat complaints
- Escalated cases

Legal & Compliance Team:
- B5 Data security issues
- P0 legal risks
- Contract disputes
- Regulatory related issues

【Routing by Customer Tier】

Corporate Customers → Dedicated Account Manager
VIP Customers → Senior Customer Service Team
Regular Customers → Standard Customer Service Team
New Customers → Onboarding Team

【Routing by Language Capability】

Chinese requests → Chinese support team
English requests → English support team
Other languages → Multilingual support team or translation service

【Routing by Time Period】

Business Hours (9:00-18:00) → Online support
Off-Hours → Auto-reply + ticket creation
Holidays → Emergency channel + on-duty staff

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Part 4: Automated Processing Strategy
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【Auto-Reply Scenarios】

1. FAQ - Common Questions
   IF question matches knowledge base THEN
     Send standard answer + related links
     Mark as "Auto-resolved"
   END IF

2. Order Status Inquiry
   IF contains order number THEN
     Call order API to get status
     Generate personalized reply
     Mark as "Auto-processed"
   END IF

3. Password Reset
   IF keywords include "forgot password" THEN
     Send password reset link
     Provide security tips
     Mark as "Auto-sent"
   END IF

4. Outside Business Hours
   IF off-hours THEN
     Send auto-reply (expected response time)
     Create ticket and assign priority
     Notify on-duty staff (if P0/P1)
   END IF

【Intelligent Solution Recommendations】

Recommend solutions based on historical data:
- Top 3 similar cases
- Highest success rate solution
- Average resolution time
- Customer satisfaction score

【Escalation Rules】

Automatic Escalation Conditions:
- Exceeded SLA time without response
- Customer explicitly requests escalation
- Sentiment analysis shows anger/threats
- Same issue resubmitted 3+ times
- Amount involved exceeds threshold

Manual Escalation Options:
- Agent determines need for specialized knowledge
- Customer requests to speak with supervisor
- Cross-department coordination needed
- Special circumstances require approval

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Part 5: Quality Control Metrics
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【Efficiency Metrics】
- Average Response Time (ART)
- Average Resolution Time (ART)
- First Contact Resolution Rate (FCR)
- Ticket Backlog Rate

【Quality Metrics】
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Ticket Reopen Rate
- Escalation Rate

【Capacity Metrics】
- Tickets handled per agent per day
- Load balancing across skill groups
- Automation processing ratio
- Self-service usage rate

Now, please perform intelligent classification and routing for the following customer request:
Customer Request: [Enter]
Customer Tier: [Enter]
Interaction History: [Enter]
Channel: [Enter]
Time: [Enter]