# Customer Support Use Cases — Agentican

## 10 workflows your customer support team can delegate today.

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### 1. Ticket triage and routing

Categorize and assess the incoming ticket, enrich with customer context and KB matches in parallel, then route.

![Ticket triage and routing](diagrams/customer-support-uc01.svg)

**Key pattern:** Categorize → parallel enrich → route. Every ticket arrives to the right agent with full context.

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### 2. Knowledge base gap analysis and article creation

Analyze recent tickets for missing KB coverage, write new articles, review for accuracy, approve and publish.

![Knowledge base gap analysis and article creation](diagrams/customer-support-uc02.svg)

**Key pattern:** Analyze → write → review → approve → publish. Every article is grounded in real ticket data.

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### 3. Weekly support performance report

Pull support metrics, staffing data and operational anomalies in parallel, then compile and deliver.

![Weekly support performance report](diagrams/customer-support-uc03.svg)

**Key pattern:** Parallel data gathering → synthesis → delivery. Three data streams converge into one report.

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### 4. Customer escalation response package

Investigate ticket history, technical root cause and account context in parallel, compile, approve and respond.

![Customer escalation response package](diagrams/customer-support-uc04.svg)

**Key pattern:** Parallel investigation → compile → approve → respond. Three specialists build the full picture simultaneously.

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### 5. QA review and agent feedback

Sample resolved tickets, score against the QA rubric, identify skill gaps, compile feedback and deliver.

![QA review and agent feedback](diagrams/customer-support-uc05.svg)

**Key pattern:** Sample → score → analyze → compile → deliver. QA becomes systematic instead of sporadic.

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### 6. Bug report and engineering escalation

Identify the bug, investigate technically and assess impact in parallel, compile report, then branch to file and notify.

![Bug report and engineering escalation](diagrams/customer-support-uc06.svg)

**Key pattern:** Identify → parallel investigation → compile → branch. Engineering gets a complete bug report. The customer gets a status update.

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### 7. Customer onboarding support sequence

Welcome the customer, check in at day 7 and 14, branch based on health signals, then deliver a 30-day summary.

![Customer onboarding support sequence](diagrams/customer-support-uc07.svg)

**Key pattern:** Sequential milestones with conditional branching. Support tailored to the customer's actual experience.

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### 8. CSAT and NPS response analysis

Pull survey responses, categorize by theme, cross-reference with QA data, compile report and deliver.

![CSAT and NPS response analysis](diagrams/customer-support-uc08.svg)

**Key pattern:** Pull → categorize → cross-reference → compile → deliver. Separating product problems from support problems.

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### 9. New agent onboarding and certification package

Build curriculum, playbooks, tool guides, QA rubric and 30/60/90 plan in parallel, then compile and deliver.

![New agent onboarding and certification package](diagrams/customer-support-uc09.svg)

**Key pattern:** Maximum parallelism. Five workstreams built simultaneously, compiled into a single package.

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### 10. Staffing forecast and schedule optimization

Pull historical volume data and current headcount in parallel, build the forecast, approve and finalize schedules.

![Staffing forecast and schedule optimization](diagrams/customer-support-uc10.svg)

**Key pattern:** Parallel data gathering → model → approve → publish. Volume forecasts and headcount converge.

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