Complex Ticket Processing
Customer support back offices handle complex tickets that require investigation across multiple systems. When a high-priority issue arrives, agents must review the ticket queue, extract customer and account details from the CRM, cross-reference billing records and incident logs, identify root causes, calculate appropriate refunds or credits based on company policy, draft personalized resolution communications, and update multiple systems to close the case. The process involves 5+ systems, high context-switching overhead, and significant risk of errors or inconsistent resolutions.
- Manually review each spreadsheet, understand its format and copy paste relevant data into another sheet
- Individually look up part numbers in online database, identify missing technical specifications and copy pasta them into a separate sheet
- Manually review and identify non-compliant parts from list of specifications
- Individually look up part numbers in another online database, access each part's logistics history, download it and enrich it into excel sheet
- Manually clean up excel sheet, convert it into CSV and upload it to supplier database
- Get assistance for selecting the right data from multiple unstructured excel sheets
- Let LLM automatically enrich the sheet with missing specs based on direct access to online database
- Let LLM identify non-compliant parts from list of specifications for easy review by the buyer
- Automatically access each part's logistics history in another system at the click of a button
- Automatically validate and convert files into CSV for final upload to the supplier database
The Assistant acts as a digital co-pilot that lives on top of your existing support stack. It combines AI-powered automation with human oversight, ensuring every complex ticket is resolved with speed, accuracy, and a personal touch.
The Assistant automatically analyzes the ticket queue and surfaces the most critical customer issues based on priority, context, and severity. The agent sees the highest-impact cases first, with key details already summarized.
Once a case has been identified, the Assistant instantly scrapes key details from the CRM, including Account ID, Service Address, and Issue History, without the agent clicking a single button. All relevant context is presented in a single view.
The Assistant navigates the Billing Management System and Incident System in the background to verify account status and identify the root cause of the issue. It cross-references timelines and flags the relevant events for the agent to review.
Based on the case details, contextual knowledge, and company policy, the Assistant calculates appropriate refunds or service credits and proposes the exact next steps as an action plan. The agent reviews and confirms before proceeding.
The Assistant handles the heavy lifting by calculating the specific service credit amount based on the precise duration of the outage. It then automatically populates the application forms with these details. To ensure accuracy, it prompts the agent for verification before officially applying the credit, turning a complex manual process into a single-click approval.
After the agent confirms the resolution, the Assistant automates the repetitive data entry tasks across all systems: updating the CRM, closing the billing case, and logging the resolution in the incident system. It prompts user verification at sensitive moments.
After the agent confirms the resolution, the Assistant automates the repetitive data entry tasks across all systems: updating the CRM, closing the billing case, and logging the resolution in the incident system. It prompts user verification at sensitive moments.
The Assistant captures decision traces and user feedback with every resolved ticket. As confidence grows, this drives gradual agentification, allowing the Assistant to handle more steps autonomously over time while maintaining full human oversight.
Explore our collection of Matterway Skills for different use cases that highlight the results & task steps before and after Matterway is implemented.
Investigate transactions that have been flagged as having politically exposed persons (PEP) involved and decide whether the transaction should be approved or rejected.
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Investigate transactions that have been flagged to involve sanctioned persons or countries and decide whether the transaction should be approved or rejected.
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Review broken wire transactions and take appropriate follow-up action to unblock the payment.
Reconcile investor accounts in Excel in a streamlined fashion while maximising process compliance.
Review training requests for employees, register them in the HR Suite, and finally purchase the training on the company’s intranet platform
Review & calculate policy renewal premiums for property & casualty insurance, considering various factors.
Review reports of unusual customer activity by investigating account & transaction data, and route them to the appropriate expert team for further action.
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