Cases from the voice agent, from your agents, and from any tool that posts to the ingest API land in one queue, each tagged with its channel. A hosted live-chat widget and automatic email, Slack, and WhatsApp intake are not built yet. New tickets are classified, prioritized, and routed the moment they arrive, SLAs count down in view, and the whole thing sits on the same customer record CS and sales work. Tickets are MCP-native, so your AI can open, update, and resolve them with the same tools your agents use. Bring your own LLM.
Illustrative outcomes — design targets written by Pact, not measurements.
↓ 47%
first-response time on triaged inbound
↓ 3 min
average handle time with the KB co-pilot
↓ 62%
SLA breaches vs. a multi-inbox setup
↑ 100%
of channels resolving from one queue
What you get on day one
Every inbound is classified, prioritized, and routed the moment it lands — not when an agent gets to it. The ranked queue surfaces what's breaching first, and predicted escalations bubble up before they blow the SLA.
Every case — filed by the voice agent, logged by an agent, or posted from your own tools through the ingest API — lands on the customer's record with its channel. The agent picking up a case sees the whole history in one place.
Inbound calls run through Voice MCP: the live transcript, sentiment, and a post-call summary attach to the ticket automatically. The call becomes a case the same instant it ends — with the recording and the action items already filed.
Agents (and the co-pilot) search the knowledge base semantically and get a grounded answer with citations — then one click drops it into the reply. Resolved cases can be promoted to new KB articles without leaving the queue.
SLAs are tracked per case with a live countdown and cross-replica exactly-once escalation firing. When a case is heading for a breach, it escalates on a rule — with the reason, the owner, and the clock all on the record.
Every ticket is a first-class object your AI can create, comment on, reassign, and resolve through the same 115+ MCP tools your agents use by hand — governed by the agent's role. Automate the repetitive path; keep a human on the judgment calls.
The shipped product surfaces this role lives in.
“A call comes in, and by the time it ends there's a ticket with the transcript, the sentiment, and the next steps already on it. My agents stopped copy-pasting between four tools and started actually closing cases.”
Head of Support · B2B SaaS · illustrative scenario
More Customer Success roles
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Last reviewed: 2026-07-10
American English · claims grounded against shipped functionality
Closes DP-014 + DP-015