AI Case Triage Agent for Tier-1 Support

What was built

Salesforce-triggered Glean AI agent that classifies, triages, and writes grounded resolution steps back to the Case record.

Why it mattered

300+ daily cases across 5+ channels, 20+ products, and multiple systems required 40+ hrs/week of manual triage.

At a glance

80-160

hrs/month saved

300+

daily cases supported

50%

review time cut

SalesforceGleanClaudeInsuranceAI Enablement

How It Works

AI Case Triage Swimlane Flow Three swimlane architecture showing Salesforce and Glean Agent processing with room for an additional lane. Salesforce Glean Agent Data Sources Case Created Inbound support case Apex Async Callout Serializes case as JSON Case Updated Triage + next steps written Broad Triage Product vs Customer Support Deep Triage Key fields + context validation Resolution Research Recommends resolution steps Dynamic SOQL Historical records for context Grounded Knowledge Product-specific docs, playbooks

System flow from support case intake to triage output

Impact

TRIAGE QUALITY

Grounded, not guessed

Pulls from resolved cases, product docs, and live Salesforce data. Traceable, not hallucinated.

AGENT CAPACITY

40 hrs/week reclaimed

Reps refocused on escalations instead of repetitive classification.

ARCHITECTURE

No middleware, no risk

Supplements reps, never customer-facing. Flow-triggered, easy to disable or extend.